Job Description
Key Responsibilities:
1. Quality Monitoring and Evaluation:
路 Conduct thorough evaluations of customer interactions to assess quality standards, compliance, and customer satisfaction levels.
路 Identify areas for improvement and provide actionable feedback to agents and management.
2. Performance Analysis and Reporting:
路 Analyse performance metrics to identify trends and opportunities for enhancement.
路 Generate reports to track performance and quality outcomes, providing insights for decision-making.
3. Process Improvement and Compliance:
路 Collaborate with stakeholders to identify process inefficiencies and implement improvements.
路 Ensure adherence to regulatory requirements, company policies, and industry standards.
4. Product Training Delivery:
路 Develop and deliver comprehensive product training programs to customer service representatives.
路 Covering features, benefits, updates, and troubleshooting procedures related to travel products and services.
5. Coaching and Development:
路 Provide ongoing coaching and support to agents, addressing knowledge gaps and enhancing skills.
路 Support the implementation of training initiatives to improve performance and service quality.
6. Documentation and Knowledge Management:
路 Maintain accurate records of quality evaluations, training sessions, and improvement initiatives.
路 Create and update training materials, manuals, and resources to facilitate continuous learning.
7. Stakeholder Engagement and Collaboration:
路 Foster effective communication and collaboration with internal teams, clients, and other stakeholders.
路 Ensure alignment on quality objectives, training requirements, and service delivery standards.
Requirements
1. Quality Monitoring and Evaluation: 聲 Conduct thorough evaluations of customer interactions to assess quality standards, compliance, and customer satisfaction levels. 聲 Identify areas for improvement and provide actionable feedback to agents and management. 2. Performance Analysis and Reporting: 聲 Analyse performance metrics to identify trends and opportunities for enhancement. 聲 Generate reports to track performance and quality outcomes, providing insights for decision-making. 3. Process Improvement and Compliance: 聲 Collaborate with stakeholders to identify process inefficiencies and implement improvements. 聲 Ensure adherence to regulatory requirements, company policies, and industry standards. 4. Product Training Delivery: 聲 Develop and deliver comprehensive product training programs to customer service representatives. 聲 Covering features, benefits, updates, and troubleshooting procedures related to travel products and services