Quality Assurance Analyst - Contact Centre (Quality Monitoring & Improvement Unit)

• Lead gap analysis initiatives by analyzing recorded calls to identify areas for improvement and inform Training Need Assessments. • Drive early dispute resolution by investigating calls, collaborating with cross-functional teams, and implementing corrective actions. • Architect and execute performance enhancement plans to elevate Customer Service Executives' (CSEs) skills and service standards. • Deliver targeted training programs for new CSEs, focusing on capability building and service excellence. • Develop and implement quality assurance frameworks to measure CSE performance, ensuring data-driven decision making. • Foster a culture of excellence by providing regular, constructive feedback and coaching to CSEs, enhancing their skills and confidence. • Collaborate with supervisors to align on team member performance, development, and growth strategies. • Design and distribute call evaluation reports, tracking courtesy and accuracy KPIs to inform quality improvements. • Partner with the Head of Contact Centre (HoCC) to achieve assigned quality targets, driving business outcomes. • Facilitate seamless information exchange across the Contact Centre, enhancing service delivery and customer experience. • Champion continuous service quality improvements, driving innovation and excellence within the Contact Centre.