Associate Director - Quality/ Compliance Assurance and Operational Excellence
Contact Centers Company - STC Group
Total years of experience :14 years, 0 Months
Facilitate & Identify potential areas for improvement. Designing the Continuous Process Improvement plan & schedule implementation of Continuous Improvement Activities.
•Setting up of SLA's & benchmark processes, baseline performance & target setting. Leading CEX improvement initiatives by using tools like NPS, C-SAT & CEX Surveys on IVR & focus on improving the FCR.
•Liaise with the Network, Sales & Retention & Change Management teams & provide the Contact Center level analysis to improve cross functional work & improvement ideology.
•Training QA's, Quality Leaders on basic Quality tools, Lead & Mentored Lean Management projects.
•Lead & Monitor the day to day operational QA programs to ensure work consistency & calibration & accuracy of data & reports/dashboards.
•Work with Change Managers by providing them insights on Issue logs, process risk logs & the other Policy/Process issues impacting the business. Recommending solutions & giving insights on impact of change on revenue & customer experience.
•Provide customer centered strategic input to the development of new initiatives & products & with strong team work, build propositions with revenue & customer loyalty as priority.
•Develop CRM processes, surveys, & comprehensive studies, to ensure delivering customer service excellence. This includes Mystery shopper process, bench-marking studies, client satisfaction surveys, & client courtesy initiatives.
•Supervising all External & Internal reports (Including Service Performance Review, Balanced Scorecard, Customer Satisfaction Surveys, Monthly & Quarterly Business reviews)
•Supervise & direct all aspects of VOC data collection, analysis & process improvement recommendations from all collection points.
•Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; bench-marking best practices; analyzing information & applications
Performance data management for the business. Analysis of Customer Satisfaction Scores and reporting to management.
•Creating and maintaining process dashboards. Taking initiatives for Process Improvement through proactive corrective and preventive actions. Training Need Analysis, Performance Level Approach, Creating and Implementing action plans and Quartile Management.
•Work with operations managers and staff to identify problems, review procedures, improve efficiency and quality of service.
•Report performance to the client through regular meetings and ensure client satisfaction by responding to all client needs.
•Evaluate VOC's, Emails, and Chats. Providing Constructive Performance feedback to agents in case of variances.
•Using research, insights and business information to monitor customer experience and generate initiatives and proposals that will elevate the customers' experience.
•Conduct internal audits on risk management and compliance of the SOP's. Provide Business Health card to management and suggestions to improve.
•Monitoring performance by gathering relevant data and producing statistical reports. Conducting regular quality compliance audits to ensure integrity.
•Visual Management and design Rewards and Recognition programs.
Coarse Included extensive study and research on :- Marketing Management Finance and Risk Assessment Budgeting and Accounting Capacity Planning and Optimum Manpower Utilization Business Law Cost Optimization Data Analytics and MIS
