Responsible for ensuring that contact center agents deliver exceptional customer service and adhere to established service standards and protocols
Collaborate with cross-functional teams to drive continuous improvement, enhance agent performance, and contribute to the overall customer experience
Key Accountabilities
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.
Skills Required for the role
Strong Interpersonal skills
Communication Skills
Attention to Detail
Analytical Skills
Stakeholder Management
Problem solving & Analytical
Key Performance Indicators
Quality analyst - contact center
Call Evaluation Completion Rate
Agent Performance Improvement
Customer Satisfaction (CSAT) Score
First Contact Resolution (FCR) Improvement
Adherence to Processes and Pre-defined SOP
Compliance Monitoring & Hygiene Checks
Calibration Accuracy
Performance Reporting
Key Interfaces
Internal Interfaces
Lead - Contact Center
Collaborate to align quality monitoring efforts with the contact center's objectives and priorities
D&T
Collaborate for providing tools and technologies used by the Quality Analyst for quality evaluations, data collection, and reporting
Contact Center Teams
Collaborate to provide feedback, coaching, and recommendations for improving the quality of their customer interactions
Training Team- CC
Provide top defects periodically for improvement on pain areas through customized refresher trainings for the ground staff/ agent audience
External Interfaces
Vendor or Service Partners
Collaborate to ensure that defined quality standards are met
Educational and Experience Requirements
Minimum Education requirements
Bachelor's degree in Business Administration, Communication, hospitality, hotel management or a related field
Experience
Minimum
Desired
3 + years of experience as a Quality Analyst in a contact center or customer service environment, preferably in the hospitality industry
Strong knowledge of contact center operations and customer service best practices
Partner travel is a must
Preferred with quality monitoring tools and contact center technology
Understanding of aviation industry regulations and data privacy laws
Partner travel is a must
Ability to drive positive Customer Experience and build/ review appropriate action plans
