Overview
Quality Assurance & Training Specialist (Mandalay Based) Jobs in Mandalay Region, Myanmar at U9
Title: Quality Assurance & Training Specialist (Mandalay Based)
Company: U9
Location: Mandalay Region, Myanmar
A. PROFILE
Role Title: Quality Assurance & Training Specialist
Reporting to: Quality, Training, & Service Assurance Manager
Division: Customer Experience
Department / Section: Marketing
B. CONTEXT
Purpose:
- To monitor and analyse the interaction between Contact Centre Champions and customers on daily basis and review the performance of champions in terms of quality and productivity against defined criteria.
- To provide timely feedback and coaching to Champions in order to improve their daily performance.
- To provide the training for new products/service launched or update
- The role is critical in setting the standards for the frontline Champions to deliver the Brand perception and meeting regulatory obligations for customer satisfaction and service.
Context: The Contact Centre is a key customer channel for U9's customers. The U9 brand is based around exceptional customer service, so every customer interaction must provide this differentiated experience to every Customer. This role is critical in managing, developing and supporting the frontline Champions to deliver this service. The role is a key connection between the frontline team and other parts of the business.
C. ROLE ACCOUNTABILITIES
Quality Assurance & Training Specialist Role Model
Quality Assurance Management
Monitor inbound, outbound calls and digital interactions, evaluate the champions' performance concerning the quality of service offered through all channels. Monitor either remotely or on a recorded basis and evaluates customer champions' performance (script, data, process consistency, product knowledge and behavior) for all transactions to ensure quality of service. Perform mystery calls to ensure accurate and consistent information delivery to the customers. Provide recommendations for process improvements based on champions' development and the customer experience and feedback.
Contact Centre Process Management
Develop process controls, and supporting documentation for training, onboarding, and customer support. Identify process improvement opportunities. Base on the voice of customers, develop the process changes to align with the related stakeholders. To ensure to update the latest version of processes and communicated to all Contact Center team members. Examine the competitors' analysis on the processes.
Training and Development
Create and update training/briefing materials and develop new training programs to help customer champions to improve their skills and knowledge. Conduct the training and briefing for process, new products, or update changes of process.
Coaching and Feedback
Coaching, mentoring, and providing the performance feedback to the Customer Champions to be proficient, motivated, delivering the result and performing to their potential on their daily basis
Employee Engagement
Develop and implement the effective engagement activities for customer champions.
Reporting and Analysis
Record QA results per transaction on a daily, weekly, and monthly basic. Analyse the QA result and produce the report to Contact Center Management.
Cooperating with internal stakeholders
Cooperate with internal stakeholders within the organization to ensure that the Call Centre is aligned with not only for products, process and promotion information but also the goals of the organization.
D. KEY PERFORMANCE INDICATORS
- Customer Experience NPS and CSAT
- Contact Centre Process and Policy develop, review and update
- Employee Engagements scores and initiatives
- Quality, Training and Service assurance
E. WORKING RELATIONSHIPS & DECISION MAKING
Interacts with:
Internal: Across all functions as and when needed
External:
- Customers
- As and when needed with vendors
Decision Making
- Decision making will mainly be in line with defined procedures and pre-determined guidelines. However, an ability to make decisions in relation to the specific responses to give to resolve customer queries may be done independently within limits.
- Accountability and ownership in terms of providing relevant actions to resolving the customer enquiries; providing any 'compensation' in line with policy
F. EXPERIENCE AND QUALIFICATIONS
Minimum Experience & Essential Knowledge
- Minimum 2 years in a similar role or capacity
- Previous team leadership experience in a Customer service environment.
- Excellent communications skills, able to define and communicate as per business needs clearly and accurately
- Ability to work cross functionally to ensure end to end processes are respected and implemented
- Able to work within tight timelines and under pressure
- Ability to analyse and document business processes and workflows
- Self-motivated and able to work with minimal supervision and tight deadlines
Minimum Entry Qualifications
- Bachelor degree
