Job Description
Our client is a leading provider of business process outsourcing (BPO) services in customer experience. This role of a Quality Assurance/Customer Experience Officer is to be responsive for the quality and customer experience of the sales representative and ensuring processes, product knowledge and selling technique is effective in accordance with the project needs and KPIs. You will be reporting to the Team Manager. 【 Responsibilities 】- Ensuring timely completion of weekly quality audits- Regular attendance to Bi-weekly calibration sessions- Regular coaching sessions with the Marketing Experts to share strengths and weaknesses based on Quality Audits- Partners closely with the client’s internal/external teams to ensure that decisions made by the Vendor’s staff are being regularly audited for accuracy and that performance feedback is being shared with responsible teams.- Monthly Master/Language Calibration sessions with External Auditors and Clients to ensure alignment across different sites- Dispute management, bridging the gap between Operations and External Auditors, providing regular feedback/updates to both parties- Stay up to date on product knowledge and processes.- Passionately tell the story of why Quality matters, build consensus and inspire others.- Handle client customer satisfaction and feedback management through weekly scrubbing of survey results and calling clients to understand their rating of the Marketing Expert.
