Assistant Manager, Transaction Monitoring & Service Quality

• Masters
• Bachelor/Honors

• Leadership capability with the proven track record of managing teams in a happy and enthusiastic way

• Understanding and knowledge on Customer Service/Contact Center tools, process, policy and procedure

• Team player and should have a can-do attitude

• Flexibility is the prerequisite for managing any 24/7 operational activities

• Dealing all internal & external stakeholders in a smiling face

• Strong communication and interpersonal skills

• Analytical Skills

• Pleasant and firm personality

• Ability to get acquiescence from different stakes

• Thrives in a fast-paced environment and is willing to travel to various client sites and operational locations as required

• Flexible

• Time bound

Developing and establishing the Digicon Technologies PLC’s quality procedures, standards, and specification for the clients, in house frontlines and calibrate with the clients, in house frontlines to set standard.

• Setting standard for quality for the clients and in house frontliners

• Help client and in house frontliners to establish quality procedures and standards

• Create Quality process for the client and in house frontliners

• Reviewing requirements and making sure they are met

• Analyzing insights on the reasoning behind overall service quality trends

• Organize and perform monthly calibration sessions as per business need to align the clients

• Find the GAP and error rate of QA analysts based on calibration

Take necessary initiatives from Quality assurance to assist Quality Service

• Provide necessary Support to the clients and in house frontliners to ensure the expected Quality

• Arrange and conduct necessary TOT for the in house frontliners related to Quality and compliance

• Maintain monthly meetings with the clients to share success, updates & challenges (related to quality)

Ensure and monitor transactions of all the customer interaction mediums served from partners and in house frontliners end to ensure positive customer experience

• Conduct and ensure quality audit of the in house frontliners service delivery and take follow-up actions by Weekly/Monthly

• Monitor QA analyst through monthly QC

• Share QC and QA report weekly/monthly (Clients, HoD and Operations)

Validate and close customer/stakeholder complaints lodged regarding wrong service, errors committed, behavioral issues and non-compliant service

• Issue investigation with checking all available system and tools

• Communicate with other stakeholders for relevant data if necessary

• Address the issue to concerned client and operations for their feedback and necessary measures