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Functional Activities
- Monitor and evaluate contact center interactions, including and not limited to calls, emails, chats, and social media interactions, to assess adherence to quality standards and service guidelines.
- Conduct regular evaluations of contact center agents' performance based on predefined criteria, including communication skills, product knowledge, navigation of systems on available resources and compliance to processes.
- Provide constructive feedback to the team based on quality evaluations, offering coaching and recommendations for improvement.
- Maintain and update quality scorecards and dashboards for individual agents and teams, highlighting areas of strength and opportunities for development
- Participate in calibration sessions with all vertical supervisors and stakeholders to ensure consistency in evaluations and scoring
- Conduct root cause analysis for customer escalations and identify patterns or areas for improvement to enhance overall customer experience
- Ensure contact center agents comply with aviation regulations, data privacy laws, and industry standards in all customer interactions
- Generate regular reports on agent performance and quality trends, presenting insights to management and making data-driven recommendations for improvement
- Identify opportunities for process optimization within the contact center, proposing solutions to enhance efficiency and customer satisfaction
- Collaborate with the Customer Experience team to analyze customer feedback and integrate insights into agent coaching and training initiatives
- Assist in handling escalated customer issues and provide guidance to agents in resolving complex cases
- Periodically plan and participate in recognizing top-performing agents and teams, fostering a culture of excellence and motivation within the contact center
- Liaise with cross-functional teams, including Customer Support, Marketing, and Sales, to share quality insights and contribute to continuous improvement efforts.
- Identifying training needs basis frequency agreed to serve as TNI on top defects from audit observations.
- Scrub DSAT sample to check the efficacy of vendor samples.
- Audit the Vendor auditor to gauge the calibration variance on audits.
- Provide support to vendor and empower them to ply Air India Quality Standards
- Weekly check on compliance by doing various hygiene audots include and not limited to short calls, long calls, transfer audits, RCA for escalations, etc.
- Periodical reporting on escalation tracker, shift huddles, dip checks, PKTYS and associated quality interventions.
- Ensuring interventions are driven and foc used to customer satisfaction and elevate overall positive Customer experience.
- Driving continuous improvement by engaging partners on the ground auditor KRAs
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
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