Senior Officer/Officer - Customer Experience

Role & responsibilities:

Key Responsibilities :

• Transaction Monitoring: Audit a predefined sample of live/recorded phone calls and email interactions weekly/monthly using transactional quality forms.
• Feedback & Coaching: Conduct one-on-one feedback sessions with Customer Support Executives (CSEs). Provide constructive insights to improve performance.
• Metric Tracking: Monitor and drive core quality metrics including: o CQ Score (Transaction Quality / Compliance Score) o FCR (First Call/Email Resolution) o CSAT / NPS (Customer Satisfaction / Net Promoter Score) o Fatal Error / Critical Failure Rate.
• Calibration Sessions: Participate in weekly calibration meetings with Operations Team Leaders and Clients to ensure alignment on scoring standards.
• Email Quality Standards: Review emails for correct grammar, appropriate templates, accurate technical resolutions, tone, and professional etiquette.
• Root Cause Analysis (RCA): Identify recurring behavioural or knowledge gaps. Conduct Deep-Dive / RCA reports to suggest training interventions.

Applicants should possess the following attributes:

• Audit Tools: Hands-on experience with Call Recording systems (e.g., Verint, Nice) and CRM ticketing tools (e.g., Talisma, Salesforce, Zendesk).
• Analytical Skills: Proficient in MS Excel (VLOOKUP, Pivot Tables) to track quality trends.
• Soft Skills: Strong coaching capabilities, active listening, and conflict management skills.