Job Description
Position Description
Take ownership of the overall Quality and Customer Experience Process of Contact Center.Defining, Analyzing, Developing Process and contact center framework , matrix and metrics (lead and lag measures ) that will translate to actions or plans to improve customer experience and increase customer satisfaction on all platforms/channels (voice, chat, messaging, email, social media, etc)Co-Build and maintain Consumer Protection and Risk Management framework aligned with local applicable regulations and bank’s minimum standards.
Create, Improve, Update and Control all related Quality framework that includes but not limited to call/chat flow, social media process and responses, client end to end journey with high level of confidentiality.
Quality Assurance monitoring for customer communications and customer contact channels with high priority on complaints management audits.
Responsible on all Quality and Complaints KPI...