DUTIES & RESPONSIBILITIES:

Performance Management: 

• Responsible for monitoring in an objective fashion of all customer contact points. (Web, voice, e-mail, white mail)
• Provides quantifiable data to all quality judgments that are made.
• Works with Operations as an auditor as well as regulator of quality issues.
• Responsible for evaluating customer surveyed calls, including but not limited to Detractor and Passive rated surveys
• Evaluates surveyed calls based on customer survey verbatim and through call listening
• Encodes evaluations in a central repository and summarizes/analyses results
• Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls
• Identify customer?s contact reasons and pain points/sentiments
• Identify all controllable (people) and non-controllable (process & systems) opportunities
• Call out any mismatch between survey verbatim and call listening
• Responsible for reporting all behavior that does not conform to the Quality and CSAT standards set by the company and the account management.
• Designs and implements reports to establish patterns and trends of Quality and CSAT issues as they may arise.
• Provides coaching tips and materials to Operations to enhance product knowledge, system navigation and soft skills.
• Works with Operations to develop incentive programs designed to improve center quality
• Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered
• Conducts Calibration Sessions with the client and with Operations
• Conducts product specific coaching sessions with the agents regarding trends and quality
• Handles incoming calls and/or escalated calls and meets telephone productivity standards
• Provides updated, accurate and timely reports as required to the Quality Lead/Manager
• Follows other tasks and/or offline tasks assigned by the Quality Lead/Manager

Process Improvement:

• Offers suggestion for continuous improvement of process and systems.

Others:

• Actively assist in maintaining operational excellence on critical metrics such as service levels.
  • Render phone time as required/scheduled and when needed to help with Operations? service levels, call volume, etc).

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions

Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) ? For Healthcare Accounts

COMPETENCY REQUIREMENTS:

With Basic Competency Level in ff.:

• Communication Skills (Spoken)
• Communication Skills (Written)
• Customer Service Orientation

With Moderate Competency Level in ff.:

• Computer Literacy
• Job Knowledge
• Sense of Urgency
• Passion for Excellence
• Working in Teams/Interpersonal Skills
• Work Organization
• Drive for Results/Execution
• Thriving in Change
• Expertise/Analytical Skills
• Product Knowledge
• Typing Skills
• Problem Solving
• Training Needs Analysis
• Process Improvement 

Essential Skills:

• Candidate must possess 2 years? experience in running Speech and Text analytics solution of any proprietary solution provider in this space
• Trained or Certified Analytics practitioner in any NICE, VERINT, NEXIDIA, CLARABRIDGE, IBM platform
• Computer skills: MS Excel, MS Word, Microsoft Access, MS PowerPoint, Minitab
• Able to establish, implement and continuously improve the quality information security policies assigned to him / her
• Able to establish structures and procedures to protect classified information
• Able to report information security related incidents without any delay to the proper authorities
• Able to participate during training, orientation and awareness programs pertaining to QISMS & HIPAA