HRO Total Source Payroll Express Client Experience Lead

2 weeks ago


Makati City, National Capital Region, Philippines ADP Full time
 Take ownership of the overall Quality and Customer Experience Process of Contact Center.  Defining, Analyzing, Developing Process and contact center framework , matrix and metrics (lead and lag measures ) that will translate to actions or plans to improve customer experience and increase customer satisfaction on all platforms/channels (voice, chat, messaging, email, social media, etc)  Co-Build and maintain Consumer Protection and Risk Management framework aligned with local applicable regulations and bank's minimum standards.  Create, Improve, Update and Control all related Quality framework that includes but not limited to call/chat flow, social media process and responses, client end to end journey with high level of confidentiality.  Quality Assurance monitoring for customer communications and customer contact channels with high priority on complaints management audits.  Responsible on all Quality and Complaints KPI that matters such as but not limited to NPS, Customer feedback and Ratings, agents/specialist quality and compliance performance and trends.  Maintains extensive knowledge of system/tools, regulatory and policies, product and services, values and principles, and applicable regulations  Creation and Continuous Development of training materials for products and services, up-skilling of specialist and contact center support group. This includes keeping a centralized ecosystem that is accessible to all stakeholders.  Responsible to lead, communicate and facilitate all trainings for system/tool, products and service, customer and market trends, up-skilling and train the trainer (for outsource partner).  Point of Contact for any social medial related items such as but not limited to common client sentiments on service and app utilization/experience.
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