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Development of training framework to run training programs that will deploy new hires into survey operation. Set up training process to ensure that program can run in a structured manner that allows efficient transition of time for new hires to be operational ready
Develop and execute a service quality framework for country customer service teams and contact centers. Drive continuous improvement efforts to improve customer experience and service standards.
Perform audits on call and email transactions with the aim of identifying the drivers for poor quality Propose and prepare Monthly Quiz questions for Customer Care Officers based on observations from failed audits and complaints.
Lean 6 Sigma