Summary

The Job holder is responsible for assisting in the implementation, and maintenance of accreditation and quality standards, and processes to ensure compliance with quality principles and practices, also support liaise with a range of internal stakeholders involved in accreditation reviews and other accreditation processes.

Main Responsibilities

- Assist, support and perform the target based on transaction quality monitoring and ensure accuracy and effectiveness.

- Ensure and apply accurate and detailed feedback is uploaded for every monitored transaction.

- Monitor and raise violations for issues which impact customer and business and assure to be aligned with violations procedure.

- Maintain and apply a low variation in calibration.

- Support, track and assist on monitor corrective and preventive actions to ensure a proactive approach.

- Compile and write training material and conduct training sessions on quality control activities over operations employees repeated violations.

- Monitor, track and highlight quality issues in the calls and introduce corrective actions for all operation processes.

- Ensure, preserve and optimize calls outcomes meet customer expectations based on company objectives.

- Interpret and implement quality assurance standards and procedures.

- Assist in providing and sharing timely floor dipstick reports on new briefing and updates.

- Apply and conduct Mystery Calling on agents to assure information accuracy in regular biases. 

- Define, collect and share alerts whenever an opportunity related to quality, customer experience or cost are observed.

- Maintain confidentiality in all matters related to work and information.

- Perform any other duties assigned to him/her related to the nature of the work.