Job Description
Key Responsibilities:
1. Quality Monitoring and Evaluation:
?Conduct thorough evaluations of customer interactions to assess quality standards, compliance, and customer satisfaction levels.
?Identify areas for improvement and provide actionable feedback to agents and management.
2. Performance Analysis and Reporting:
?Analyse performance metrics to identify trends and opportunities for enhancement.
?Generate reports to track performance and quality outcomes, providing insights for decision-making.
3. Process Improvement and Compliance:
?Collaborate with stakeholders to identify process inefficiencies and implement improvements.
?Ensure adherence to regulatory requirements, company policies, and industry standards.
4. Product Training Delivery:
?Develop and deliver comprehensive product training programs to customer service representatives.
?Covering features, benefits, updates, and troubleshooting procedures related to travel products and services.
5. Coaching and Development:
?Provide ongoing coaching and support to agents, addressing knowledge gaps and enhancing skills.
?Support the implementation of training initiatives to improve performance and service quality.
6. Documentation and Knowledge Management:
?Maintain accurate records of quality evaluations, training sessions, and improvement initiatives.
?Create and update training materials, manuals, and resources to facilitate continuous learning.
7. Stakeholder Engagement and Collaboration:
?Foster effective communication and collaboration with internal teams, clients, and other stakeholders.
?Ensure alignment on quality objectives, training requirements, and service delivery standards.
Requirements
1. Quality Monitoring and Evaluation: ? Conduct thorough evaluations of customer interactions to assess quality standards, compliance, and customer satisfaction levels. ? Identify areas for improvement and provide actionable feedback to agents and management. 2. Performance Analysis and Reporting: ? Analyse performance metrics to identify trends and opportunities for enhancement. ? Generate reports to track performance and quality outcomes, providing insights for decision-making. 3. Process Improvement and Compliance: ? Collaborate with stakeholders to identify process inefficiencies and implement improvements. ? Ensure adherence to regulatory requirements, company policies, and industry standards. 4. Product Training Delivery: ? Develop and deliver comprehensive product training programs to customer service representatives. ? Covering features, benefits, updates, and troubleshooting procedures related to travel products and services