Executive

Job Summary:

Key Responsibilities:

1. Quality Monitoring:

   • Conduct regular audits of member interactions (calls, emails, chats) to assess adherence to quality standards.
   • Identify areas of improvement and provide constructive feedback to contact center agents.

2. Compliance and Standards:

   • Ensure all member interactions comply with company policies, procedures, and regulatory requirements.
   • Maintain up-to-date knowledge of industry standards and best practices.

3. Performance Analysis:

   • Analyze quality metrics and performance data to identify trends and areas for improvement.
   • Prepare detailed reports and present findings to management.

4. Training and Development:

   • Collaborate with the training team to develop and deliver quality improvement training sessions.
   • Support contact center agents in enhancing their skills and knowledge to improve service quality.

5. Process Improvement:

   • Recommend and implement process improvements to enhance the overall member experience.
   • Work with cross-functional teams to streamline workflows and eliminate inefficiencies.

6. Customer Feedback:

   • Gather and analyze member feedback to identify pain points and areas for enhancement.
   • Develop action plans to address member concerns and improve satisfaction.

7. Documentation:

   • Maintain accurate and comprehensive records of quality assessments, feedback, and improvement initiatives.
   • Ensure all documentation is up-to-date and easily accessible.

Qualifications:

• Bachelor's degree in Business Administration, Quality Management, or a related field.
• 2-3 years of experience in quality assurance or a similar role within a contact center environment.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in using quality monitoring tools and software.
• Attention to detail and a commitment to maintaining high standards.
• Ability to work independently and as part of a team.