Role
The person will assist the QA Manager in Contact Centre operational improvement, e.g, running improvement exercises and/or projects with the focus on customer experience enhancement and problem resolution. This role also includes coordinating efforts internally and cross-functionally to extract data for analysis and must be willing and able to guide resources and cross-functional teams in iterating and implementing improvement efforts to provide the best customer experience throughout the customer journey in every stage.
The Day-To-Day Activities
- To plan, organize, implement, monitor and analyse for continuous operational improvement.
- Gather, analyse and utilize customer data to develop ways to improve the overall customer experience.
- Analyse data on the various customer issues faced to identify the key areas for process, product, services, or systems improvement.
- Coordinate with stakeholders for cross-functional improvement projects to ensure the initiatives/projects are implemented within the timeline.
- Constantly study & analyse existing processes, products, services and systems to design a seamless, automated and cost-effective experience for the overall customer journey experience.
- Monitor and report on initiatives/projects to ensure successful delivery against defined objectives.