Quality Assurance Supervisor – Customer Care Operations

·  Participate in the calibration and design of touch point monitoring formats and quality standards.

·  Implement customer interaction quality processes and procedures within Retail and Enterprise contact centres.

·  Drive the desirable Contact Centre agent behaviours by monitoring content of interactions across all relevant customer contact channels to evaluate agents’ demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures

·  Participate in the calibration and design of touch point monitoring formats and quality standards.

·  Participate in customer and client listening programs to identify customer needs and expectations.

·  Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)

·  Track key metrics that are directly impacted by quality of interaction.

·  Focus on reducing customer effort by identifying and addressing quality service bottlenecks and invoke positive customer emotions through encouraging memorable interactions.

§ Maintain department reports of Quality Assessment scores and trends at team and individual levels, providing actionable items to internal support groups as needed.

§ Maintain proper documentation of call performance and associated recommended corrective measures as applicable

§ Keep records of customer feedback for customer facing teams