Quality Assurance Lead - Internet/Online

Roles and Responsibilities :

- Design Quality evaluation for Outsourced Contact Centre Partner

- Ensure all SLA & KPI's are delivered.

- Drive Outlier Management at OSCC partner end

- Coach Internal & Partner QA teams.

- Drive Process Improvement basis customers feedback across the group stakeholders.

- Run Process/KPI/Business Improvement Projects

Roles & Responsibilities :

- Manage day-to-day Qualitative activities at Outsourced Partner & the organisation.

- Prepare KPI dashboards for all service channels.

- Deliver Superlative service & Customer response across channel (Chat/Social/Email/Call)

- Work closely with Training, CS Operations & Business Operations Teams for process implementation.