Job Description

Overall responsibility of Quality Assurance Officer would be to independently handle and drive:

Complaints handling Quality Assurance:

1. Conduct quality assurance checks on standards of complaints casework, correspondence, and handling


2. Analyze complaints to ensure Policies and Standard Operating Procedures are followed, ensure communication with customers (verbal and written) is consistent and of high quality


3. Analyze the accuracy of decision making by the complaint handling staff and rate the quality of resolution provided.


4. Accompany evaluations with meaningful and constructive feedback

MIS and Reporting:

1. Set up processes and systems to make working with data more efficient


2. Research new ways to make use of data


3. Present information generated from data to relevant stakeholders

Main Tasks

Review and verify whether the SRs are handled as per the set guidelines Identify areas of service opportunities/improvements required by the unit/ staff. Provide snapshot of the Service Quality score to all units involved in handling the SRs. Identify areas of opportunities/improvements. Document and provide support to business units through recommendations/feedback on performance measures/process.

Assist units for CRM changes, SLA, workgroup, routing, escalation and reporting.

Ensure data is stored in a usable manner having a clear audit trail Ensure availability of usable data upon business request Generate analytics on a regular basis to impact improvement of scores Develop tracking methodology to identify trends and improvement Ensure that all data is up to date Codes are working perfect to track data on a daily basis * To be able to create new tools upon the needs of upcoming project