The role is responsible for Overall Quality Assurance result analysis agent wise (Call, Social Media and Mail). Design customer’s centric base to improve customers experience for quality service standard.

• Listing sample size of inbound / outbound call records, Social Media and mail for individual agent skill improvement.
• Analysis of Customers Satisfaction vs. Dissatisfaction.
• Customers Satisfaction Measurements.
• Understanding key driver of Customer Satisfaction.
• Agents level Monitoring and side by side feedback.
• Defining fatal error and report analysis.
• Measure customer’s quality score agents wise weekly/monthly and focus for improvement.
• Social Media reply content quality and improvement.
• Social Media quality response and content accurate index.
• Create Quality analysis Agents wise performance Indicator..
• Any other quality related activities in call center.
• Do weekly Calibration with training and operation team for better call quality management.
• Conducts call listening join session for overall call handling skill improvement.
• Show improvement in AHT and reduction in repeat.
• Do process & compliance audits in Contact center.
• Draft Contact center policies for better quality delivery.
• Support contact center operation team Quality improvement opportunities.
• Share Monthly performance improvement report and do assessment with Managers.
• Publish CSO wise Quality score.(Min 15 calls each CSO)

• Minimum 5 years and above working experience.
• Knowledge of customer service principles and practices.
• Knowledge of call centre telephony and technology.
• Some experience in a call centre or customer service environment preferred.
• Good data entry and typing skills (both English & Myanmar).
• Proficient in relevant computer applications.