The Service Quality and Improvement role is responsible for driving continuous improvement in the quality of services, ensuring that organizational performance meets high standards of excellence. This role focuses on monitoring, evaluating, and enhancing service delivery, implementing best practices, and leading initiatives that improve customer satisfaction, compliance, and operational efficiency. The role requires collaboration with internal teams and stakeholders to embed a culture of continuous improvement across all service areas.
The Role:
Develop, implement, and maintain quality assurance frameworks, standards, and protocols to ensure services meet regulatory and company expectations
Gathering and analyzing data from multiple sources and searching for patterns or trends that lead to service improvement opportunities
Building a clearer picture of agent-customer interaction goals and streamlining the process to achieve higher customer satisfaction rates
Reviewing data based on performance channels on the effectiveness of technical team, colleague impacting services, geographies/countries, and lines of business to develop opportunities for service improvement
Identifying patterns utilizing Key Quality Indicators, Escalation & Problems, and direct business feedback for opportunities for improvement
Develop and manage KPIs related to service quality, customer sat...