Performance Management: 

• Responsible for monitoring in an objective fashion the surveys received through verbatim analysis and call listening to identify costumer contact reason, pain points along with the controllable and non-controllable drivers for performance improvement.
• Responsible for reporting all behaviour that does not conform to the standards set by the company and the account management to ensure excellent customer service.
• Designs and implements reports to establish patterns and trends on the voice of the customer and to use said patterns and trends to suggest actionable insights to operations.
• Create accurate deliverables on a timely manner as required and follows other tasks and/ or offline tasks assigned by the Team Lead/BE Manager.
• Provides quantifiable data for analysis, projects and continuous improvement initiatives.
• Provides actionable insights through analysis on the improvement of controllable drivers which will enhance product knowledge, system navigation and soft skills.
• Provides actionable insights through analysis on the improvement of non-controllable drivers which will be presented to the Client for process and technology related improvement that will boost customer experience.
• Conduct or attend calibration or call listening session which aims on improvement on overall customer experience.
• Attend meetings/forums weekly and as scheduled.

Process Improvement

• Offers suggestion for continuous improvement of processes and systems.