KRA1
To ensure quality of all customer interactions and internal processes
To ensure that the standards of communication through various channels such as telephone, sms, e-mail or regular mail, or fax and Internet, etc is met.
Assure regular and consistent calibrations across locations
Play a hands-on and visible role in improving the standards
Collaborate with the management team of the Call Center to assure standardization, communication, calibration, and consistency.
Spearhead analysis, design, and development initiatives related to the product training, refresher, and staff development training needs and recommend appropriate learning and job support solutions.
KRA2
To ensure process excellence
Collaborate with internal stakeholders to improve client processes and drive client value through operational and process excellence
Support continuous improvement efforts and implement a method to capture and introduce employee ideas and process improvements
Maintain process performance measurements, determine process performance baselines, and statistically analyse metrics to identify areas for process improvement
Foster a culture of early problem identification, timely resolution and broad based employee engagement
KRA3
Team Management
Ensure through continuous on the job training, skill enhancement of the QA & Re-engineering team
Mentor, supervise and coach the team.
Provide for on the job as well as classroom training for skill enhancement
Ensure periodic job rotation to give a higher exposure to the team members on all aspects.
