Associate Manager-Customer Experience

Job Description:

• Prepare weekly Sampling Plan and share with the CE team.
• Ensure that all types of transactions are monitored.
• Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side.
• Ensure Sampling Adherence is met MIPs are implemented if required.
• Track if the QAs are providing appropriate feedback basis the audits to improve consultant’s ability to perform better.
• Keep checking the QA's accuracy by doing ATA and Calibration.
• Be a consultant and advisor to the QAs to clarify on parameters during need.
• Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.
• Analyse monitoring data to identify program level issues and opportunities.
• Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.
• Drive quality awareness programs and performance improvement proje...