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Cathay Pacific Airways

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4.2

based on 28 Reviews

7 Cathay Pacific Airways Jobs

Assistant Manager Channel Experience (Quality & Training)

Cathay Pacific Airways Limited

4.2

based on 28 Reviews

2-5 years

Mumbai

1 vacancy

Assistant Manager Channel Experience (Quality & Training)

Cathay Pacific Airways

posted 8hr ago

Job Role Insights

Flexible timing

Key skills for the job

Operations Auditing QA Engineering Analytical Chemistry Training CCTV Monitoring

+ 4 more

Job Description

Through Service Quality evaluations to identify areas requiring improvements, provide practical recommendations, drive improvement initiatives and track progress for service excellence

Key Responsibilities

Service Quality

Frequent communications with internal and external CCD teams to provide sufficient guidance, support and monitoring on day to day questions and issues related to QA evaluation, scoring guidelines and coaching process
Constantly review CCD quality framework/matrix, initiate and implement changes whenever necessary to suit operational needs
Collect and review feedback from CCD teams on QA related activities, propose any enhancement in processes and systems opportunities to Channel Experience Lead
Responsible for maintaining the quality form in the system, conduct checking throughout testing to ensure changes are reflected correctly before releasing to CCD teams
Review QA evaluations performed by CCD teams, provide analysis reports with insights for quality improvements including corrective and preventive action recommendations
Work closely with relevant stakeholders to drive top up briefing/training courses to bridge knowledge gaps. Ensure the information is easy to understand/digest with quality
Suggest thematic audits focus based on issues identified from QA observations, ensure audits to be carried out in a timely manner. Follow up with audit findings and improvement recommendation/implementation to relevant CCD teams
Responsible for holding regular calibration sessions between CCD Channel Experience team, internal CCD teams and external business partners remotely and onsite to foster alignment on evaluation scoring and maintain quality service consistency
Conduct Service Quality evaluation to interactions handled by CCD agents. Provide feedback on agent performance, identify areas requiring improvement, provide practical recommendations, drive improvement plans and track progress for service excellence down to an individual level
Prepare and provide quality related training to Quality personnel in CCD teams

Channel Experience

Support the Global Channel Experience Lead to review end-to-end customer journey across all CCD channels, identify improvement areas and provide suggestions to enhance customer experience
Review scripts on digital and human assisted channels, and create new scripts for new call flows/functions whenever needed
Review feedback from internal and external customers from various channels, summarise and propose improvement opportunities for discussion

People Development and Performance Management

Support the development of Mylife@CCD programme to push through people agenda at all CCD hubs and satellite sites
Work with relevant stakeholders to review and improve the end-to-end New Hire Experience, and implement the enhanced programme across all CCD sites
Lead, support and encourage own team to achieve success
Build a strong and motivated team, ensuring the right organisational structure and the right people are in place to foster positive team spirit and facilitate teamwork
Supervise and mentor direct reports, encouraging effective collaboration
Demonstrate leadership and lead by example in accordance with Cathays core values
Develop employees with high potential and identify learning opportunities to ensure appropriate training and development
Maintain active and ongoing dialogue in relation to employee goals and individual performance
Actively engage with employees to enhance communication and their understanding of department goals
Enhance the employee experience in line with the role level and the internal brand promise

E & A

Emergency and Accident and Crisis Response responsibilities as required.

Requirements

Academic Qualifications

Graduation in any discipline is a must

Knowledge, Skills, Training and Experience

Minimum 5 years contact centre operations experience, preferably in a leadership capacity
Knowledge of CCD related processes will be a benefit
Excellent interpersonal communication and relationship building skills
Excellent command of both spoken and written English
Ability to work independently under pressure
Ability to work collaboratively across with internal departments and external vendors
Detailed minded, strong analytical abilities, planning and organization, critical thinking skills
Duty travel is required

Employment Type: Full Time, Permanent

Read full job description

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