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62 AGILE AIRPORT SERVICES Jobs
Quality Executive - Member Experience, Loyalty
2-3 years
Gurgaon / Gurugram
1 vacancy
Quality Executive - Member Experience, Loyalty
AGILE AIRPORT SERVICES
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Quality Monitoring:
-
- Conduct regular audits of member interactions (calls, emails, chats) to assess adherence to quality standards.
- Identify areas of improvement and provide constructive feedback to contact center agents.
- Compliance and Standards:
- Ensure all member interactions comply with company policies, procedures, and regulatory requirements.
- Maintain up-to-date knowledge of industry standards and best practices.
- Performance Analysis:
- Analyze quality metrics and performance data to identify trends and areas for improvement.
- Prepare detailed reports and present findings to management.
- Training and Development:
- Collaborate with the training team to develop and deliver quality improvement training sessions.
- Support contact center agents in enhancing their skills and knowledge to improve service quality.
- Process Improvement:
- Recommend and implement process improvements to enhance the overall member experience.
- Work with cross-functional teams to streamline workflows and eliminate inefficiencies.
- Customer Feedback:
- Gather and analyze member feedback to identify pain points and areas for enhancement.
- Develop action plans to address member concerns and improve satisfaction.
- Documentation:
- Maintain accurate and comprehensive records of quality assessments, feedback, and improvement initiatives.
- Ensure all documentation is up-to-date and easily accessible.
- Bachelors degree in Business Administration, Quality Management, or a related field.
- 2-3 years of experience in quality assurance or a similar role within a contact center environment.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in using quality monitoring tools and software.
- Attention to detail and a commitment to maintaining high standards.
- Ability to work independently and as part of a team.
Employment Type: Full Time, Permanent
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