Senior Customer Experience Executive (Quality)

Objectives and Purpose of the Job:

To ensure that the required customer experience standards are maintained across Seprod Group in every interaction with consumers and customers through the monitoring and controlling of interactions.

Main Duties and Responsibilities:

1. Monitor and assess quality interaction for all Customer Care/Service contact points against agreed quality criteria to ensure quality standards are maintained for all Operators, Customer Service Representatives (Distribution & Pharmaceutical) & Customer Service (complaints).
2. Coach agents/representatives to attain/maintain quality standards and achieve First Call Resolution (FCR)
3. Generate weekly and monthly reports on agents and departments performance based on audits.
4. Use overall quality output to define coaching and training requirements based on weekly/monthly analysis.
5. Develop scripts, FAQs as well as update for all Customer Care/Service contact points as necessary, including but not limited to host training/feedback sessions with various teams/stakeholders.
6. Implement and maintain motivational measures to boost performance.
7. Implement development plans for underperforming agents and teams within the department.
8. Implement internal (cross-functional) quality processes to meet service delivery standards.

Academic/Technical/Management: Experience and Qualifications:

1. Bachelor’s Degree in Business Administration, or related field
2. A minimum of five (5) years’ experience in customer service environment (preferably leading quality assurance initiatives).
3. Knowledge of Customer Service principles and Customer Obsessed oriented.
4. Experience using Customer Care Call Quality Systems i.e. Avaya, Asterisk
5. Experience creating and evaluating customer care quality across all channels i.e. Digital & Non-Digital.
6. Experience with creating scripts, FAQs and Customer Care Training & Quality Process documents.
7. Good communication and organizational skills

Abilities; Skills; Experience; Aptitude and Judgement:

1. Excellent customer relation skills
2. Product knowledge, Quality Focus
3. Strong verbal and written communication and analytical skills
4. Good organization and problem-solving skills
5. Ability to prioritize multiple tasks to ensure that all are completed on a timely basis.
6. Ability to lead, supervise and coach direct reports on performance.

Other Personal or General Characteristics:

1. Ability to work well in teams
2. Positive attitude and outlook.

External Contacts (Level):

Liaises with external customers/consumers and internal teams i.e. Customer Service (Pharmaceuticals, Distribution, Operators) and other internal teams; Payroll, IT, Accounts Payables.