Vacancy Description
Responsibilities
- To support, manage and implement practices to ensure quality and processes adhere to standards and internal quality audits.
- Leading, mentoring and developing team members to promote quality awareness, implement quality programs and initiatives towards Customer Experience Excellence.
- Perform quality spot checks of service tickets, phone calls, and other customer interactions to ensure that all applicable standards are met or exceeded.
- Compile and analyze data (customer scorecards, on time delivery, and other performance metrics) on a regular basis to find and report on trends that indicate existing and emerging service gaps.
- Analyze workflow issues and call audits and advise management of trends and recommend resolutions to improve call quality or integrity.
- Review, investigate and resolve inquiries regarding member services’ issues for internal and external customers.
- Any other duties and resp...
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