Quality Assurance Officer

Overall responsibility of Quality Assurance Officer would be to independently handle and drive:

Complaints Handling Quality Assurance

• Conduct quality assurance checks on standards of complaints casework, correspondence, and handling
• Analyze complaints to ensure Policies and Standard Operating Procedures are followed, ensure communication with customers (verbal and written) is consistent and of high quality
• Analyze the accuracy of decision making by the complaint handling staff and rate the quality of resolution provided.
• Accompany evaluations with meaningful and constructive feedback
  
  

MIS And Reporting

• Set up processes and systems to make working with data more efficient
• Research new ways to make use of data
• Present information generated from data to relevant stakeholders
  
  

Main Tasks

• Review and verify whether the SRs are handled as per the set guidelines
• Identify areas of service opportunities/improvements required by the unit/ staff.
• Provide snapshot of the Service Quality score to all units involved in handling the SRs.
• Identify areas of opportunities/improvements.
• Document and provide support to business units through recommendations/feedback on performance measures/process.
  
  

Assist units for CRM changes, SLA, workgroup, routing, escalation and reporting.

• Ensure data is stored in a usable manner having a clear audit trail
• Ensure availability of usable data upon business request
• Generate analytics on a regular basis to impact improvement of scores
• Develop tracking methodology to identify trends and improvement
• Ensure that all data is up to date
• Codes are working perfect to track data on a daily basis
• To be able to create new tools upon the needs of upcoming project