JOB RESPONSIBILITY:

• Perform audit and quality check on complaint resolution and departments performance, perform regular calibration and share feedback continually
• Provide actionable and insightful analysis and drive implementation
• Evaluate the implementation and efficiency of CX (Customer Experience) team quality and inspection of knowledge, soft skills and behavior/attitude
• Review and monitor CX team functionality in term of SOP’s (Standard Operating Procedure) SOW (Statement of Work) etc
• Continues development of scoring to ensure coverage of all audit and regulatory
• Ensuring no deviation and continuation, Implementation of INA (Internal Audit), compliance and CB mandates reports
• Ensure continuation and sustainability of CX Consumer Protection Regulation compliance
• Point of contact for Internal Audit/governance, compliance for all audit related, providing evidences and requested responses.
• Develop dashboards and report QA outcomes and recommendations
• Involve all stakeholders in complaint management and report Quality Assurance (QA) findings for them
• Maintain all the reports and the MIS organized and saved in shared folder
• Develop and launch QA dashboards and internal reports and analysis

JOB SKILLS & QUALIFICATIONS:

• Bachelor Graduate2+ years of professional experience especially in areas like experience management, quality inception, strategy and business development

Please refer the Job description for details