Hrototal Source Payroll Express Client Experience Lead

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 that matters such as but not limited to NPS, Customer feedback and Ratings, agents/specialist quality and compliance performance and trends.
?Maintains extensive knowledge of system/tools, regulatory and policies, product and services, values and principles, and applicable regulations
?Creation and Continuous Development of training materials for products and services, up-skilling of specialist and contact center support group. This includes keeping a centralized ecosystem that is accessible to all stakeholders.
?Responsible to lead, communicate and facilitate all trainings for system/tool, products and service, customer and market trends, up-skilling and train the trainer (for outsource partner).
?Point of Contact for any social medial related items such as but not limited to common client sentiments on service and app utilization/experience.