Notes
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Duties & Responsibilities
• Prepare and follow the plan to perform process and quality compliance checks
• Monitor the call, service requests/ tickets to evaluate compliance to process and quality standards
• Documents the call, service requests/ tickets quality results
• Make calls to the customers to seek feedback on the service provided
• Provide feedback to the team members to ensure success in executing service as per the defined protocol and with desired level of quality
• Provide regular performance feedback of the team to the Team Leaders
• Analyze service quality trends and issues to identify potential opportunities for improvement in process/ quality standards
• Prepare service quality reports for Management review
• Serve as a point of contact for the Unit regarding quality concerns
• Provide inputs to design, update or enhance the quality monitoring formats and templates
• Undertake execution of any project/ initiative for the department and the as identified from time-to-time based on business needs
• Serve as a subject matter expert in own work area / sub-function / function and provide guidance to team / peers and support in the achievement of operational targets
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