Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Job Description:
- Implement Transaction monitoring process as per client requirements and COPC Standard
- Implement task monitoring as per the in-house process
- Create a sampling strategy
- Determine the frequency of monitoring and the sample size
- Monitoring plan and schedule for monitoring of Tasks
- Maintain program quality related client interactions. Provide feedback to the floor
- Facilitate and manage quality related conference calls, calibration calls, etc.
- Review the effectiveness of MIP's and the feedbacks being given by the Quality Analyst. and Communication Trainers.
- Organize call calibration sensitization for TMs.
- Analyse end-user complaints and Client Complaints
- Implement MIP-T as per the guidelines
- Monitoring performance by gathering relevant data and producing statistical reports Review of historical data and share insights/trends. Share different analysis, control charts, graphs etc. to depict process performance
- Develop and drive continuous improvement initiatives Focus on bringing baseline performance to entitlement and then move towards a new benchmark
- Responsible for QMS and Compliance Work on having quality check plan, documented procedures, processes, records as per QMS requirements. Ensuring compliance to the standard. Stringent review mechanism to ensure compliance and strong governance model
- Look at ways to reduce waste and increase efficiency Use process mapping techniques, quality tools to increase utilization, performance. Eliminate NVA
- Team Player - Ensure employee satisfaction. Build a positive working atmosphere within the team; engage the team members with employee engagement models. Build competencies within the team so they can pick up additional responsibilities/move to the next level
- Review Program requirements and ensure they are met Look at the program metrics , create and implement an action plan to meet and exceed customer requirements
- Work in a collaborative manner with stakeholders Participate in calibrations and various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.
