Job Description

A. PROFILE

Role Title: Quality Assurance & Training Specialist
Reporting to: Quality, Training, & Service Assurance Manager
Division: Customer Experience
Department / Section: Marketing

B. CONTEXT

Purpose:

To monitor and analyse the interaction between Contact Centre Champions and customers on daily basis and review the performance of champions in terms of quality and productivity against defined criteria.
To provide timely feedback and coaching to Champions in order to improve their daily performance.
To provide the training for new products/service launched or update
The role is critical in setting the standards for the frontline Champions to deliver the Brand perception and meeting regulatory obligations for customer satisfaction and service.

Context: The Contact Centre is a key customer channel for U9's customers. The