Position Description

Take ownership of the overall Quality and Customer Experience Process of Contact Center.Defining, Analyzing, Developing Process and contact center framework , matrix and metrics (lead and lag measures ) that will translate to actions or plans to improve customer experience and increase customer satisfaction on all platforms/channels (voice, chat, messaging, email, social media, etc)
Co-Build and maintain Consumer Protection and Risk Management framework aligned with local applicable regulations and bank’s minimum standards.
Create, Improve, Update and Control all related Quality framework that includes but not limited to call/chat flow, social media process and responses, client end to end journey with high level of confidentiality.
Quality Assurance monitoring for customer communications and customer contact channels with high priority on complaints management audits.
Responsible on all Quality and Complaints KPI...