Duties included

• Participate in design of contact monitoring formats and quality standards to ensure business compliance and customer satisfaction
• Perform contact monitoring and provide trend data to the Management team.
• Use quality monitoring data management system/s to compile and track performance at team and individual level.
• Perform and monitor customer care responses to our customers on all our contact mediums: call, chat, email, social media and Whatsapp.
• Participate in customer listening programs to identify customer needs and expectations.
• Provide insight on behaviours, patterns and quality compliance levels to the management team and individuals.
• Coordinate and facilitate contact calibration sessions for contact center staff.
• Provide feedback to contact center staff and team managers.
• Prepare and analyse internal and external quality reports for management staff review.
• Review areas of concern identified and compile training and coaching material/sessions to adequately address concerns.
• Compile and distribute weekly/monthly knowledge tests based on:
• Areas of concern noted through contact monitoring and evaluation
• Changes in process and compliance requirements
• Updates on promotions or terms and conditions
• Perform other duties as assigned