Synopsis

To monitor and analyse voice/non-voice activities against agreed quality standards, to recommend and coordinate appropriate training and coaching.  The purpose of the role is to close gaps across outsourced vendors, working with line managers and Senior Quality Officers to ensure consistent delivery of high level of KPI attainment, guest experience and service quality.

Accountabilities

Monitor, record and evaluate new and existing agents' performance through monitoring and auditing of calls, data, business deliverables, attitude, across voice/non-voice channels. Communicate results to the Senior Quality Officer, recommending corrective/ preventive actions. Provide recommendations: process redesign, training, performance management, etc.) to close gaps. Drive quality standards in delivery of products and services across the vendor organization. Identify relationships between agent behaviours, the customer experience, and transaction resolution.  Escalate trends and tendencies with negative, corrective actions or positive recommendations. Perform spot check activities to prevent revenue loss, and drive consistency and COPC quality standards. Plan, lead, and direct periodic quality audits to monitor compliance with agreed service quality levels.Attend weekly Calibration calls with vendors, to present feedback and share updates.   Monitor performance by gathering relevant data and producing statistical reports.

Education & Experience

University graduate 4+ year experience in Contact Centres, Quality, Help Desk or SME roles Proficiency in contact centre technologies; workforce applications, reporting, quality, & monitoring tools Excellent written and verbal communication skills  Knowledge of airline reservation system (preferred).

Accountabilities :Key competencies for this role: Sense of Quality & Precision in fulfilling duties & tasks, striving to improve performance quality. Relevant technical know-how & expertise. Commitment to continuous learning and application. High Ability of technical writing, reporting and data collection. Able to spot problems, with an analytical approach to better understand causes and effects.  Comprehend and set objectives, identify key indicators, and expected results. Focus on achieving objectives and finding solutions to overcome difficulties.