The individual will ensure that established procedures and quality standards of the Company is met and monitors these against agreed targets.
Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality
Give feedback to Customer Care Representatives on Calls, e-mail and chat quality
Produce a daily/ weekly Quality assessment report
Capture performance management indices from Call Centre and other staff of the company
Identify outliers (those whose performance are far below the standard) and recommend them for training
Organize mystery shopping for the organization’s travel centers and capture reports
Identify training needs based on result of continuous quality monitoring
Keep a library of good, average and poor calls/ e-mails and live chats.