Job Description:
- Monitor agent performance against quality standards to ensure service delivery, customer experience and customer satisfaction levels are met, along with leading the customer experience strategy. Own and govern the end-to-end quality assurance process across all stages of the business.
What kind of work will you be doing (Domain - Job skill requirement)
- Review and audit CRM entries, telephone / email / chat interactions and customer surveys to identify areas of service delivery that did not meet pre-established performance standards. Investigate the supporting files.
- Monitoring, coaching and feedback - responsible for delivery of the defined customer experience in every call.
- Identify areas of service improvements and develop programs that improve the overall quality and customer satisfaction levels.
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Coach and develop team members to be resilient in the face of challenges and setbacks and help them distinguish between whats relevant to make sense of complex situations.
- Provide structured and timely feedback / recommendations; actionable feedback (verbal and/or written) to the rep and/or management to improve individual and team performance.
- Implementation and effective usage of different QC Tools, best practices, and procedures.
- Monitor and device plans to improve CSAT / NPS.
- Monitor employee quality records; track and report on outcomes.
- Conduct and drive root cause analysis insights to improve cross-functional service processes.
- Drive operational excellence & process change management.
- Partner with the learning function, operations and clients to share actionable insights, develop and govern plans for performance improvement goals and development of training programs.
- Determine readiness of new hires post-training.
- Analyze and report service quality trends.
- Participate in calibration sessions.
- Assist training and operations team in reviewing training and knowledge base materials.
- Assist in defining audit framework and process for new workflows.
- Assist in drafting quality assurance policies and procedures.
- Design and execute strong governance plans to communicate with the internal customers, stakeholders and clients to gain information, feedback and approval.
- Ensure ongoing compliance with quality and industry regulatory requirements.
- Develop and maintain a deep understanding of our Marketing Solutions product portfolio and industry knowledge to be able to guide your team through difficult customer engagements
- Develop and implement best practices and key metrics for your team to provide world class new customer education and onboarding.
- Partner closely with LinkedIn POCs to align goals and incentives for the overall health of the business.
- Identify areas of opportunities in our services and contribute to the development of systems, tools, and processes to realize those opportunities.
- Influence product enhancements, collaborating closely with marketing, product, and other cross-functional teams.
