Responsibilities:
• Owns transaction monitoring and review for all of Customer Service Team
• Schedules and hosts fortnightly calibration sessions with the Leads and Subject Matter Experts
• Schedules and hosts weekly sessions with the Vendor team to calibrate and ensure alignment with Customer Service Team and User Voice Group goals
• Initiate and schedule monthly sessions with Leads to discuss trends, performance gaps and recommendations based on Quality reviews
• Collaborate with the trainer to discuss training needs based on trends and performance
• Conducts regular review and updating of processes aligned to current policy, processes or changes
• Scheduling and planning of monthly sessions with Specialists to calibrate or discuss observations / insights and findings from CSAT and Transaction monitoring
• Weekly and Monthly preparation and update of Quality and CSAT reporting including team, specialist and tenure level breakdown
Qualifications:
• Candidate must possess at least a Bachelor’s/College degree
• 3 - 4 years of relevant experience preferably supporting online platform technology
• Knowledge in technology companies and their services within CHT’s area of responsibility
• Clear understanding of how to determine the root cause of performance issues related to skill
• Ability to develop and recommend quick fixes and long-range plans
• Ability to analyse simple to complex data and to provide and make sound and data-driven recommendations
• Excellent communication and interpersonal skills