JOB ROLE/ PURPOSE:
Monitor and evaluate client experience across URA Contact Center touch points, propose remedial action to service gaps in process, people and technology to facilitate efficient and effective service delivery.
KEY ACCOUNTABILITIES
1. Assess client experience across all contact center touch point to ensure proper resolution of all client issues.
a)Monitor agent client interactions against set standards, identify gaps and make recommendations for future support requirements.
b)Conduct regular risk assessments and flag off high-risk areas for immediate action to be taken.
c)Work closely with front desk client facing teams and periodically conduct onsite visits to appreciate challenges faced by service offices and walk-in clients in logging and managing queries respectively and devise contact center support solutions.
2.Monitor and evaluate contact center team and individual staff performance to support increased tax compliance
a) Participate in the review and design of call monitoring formats, indicators and quality standards.
b)Evaluate…
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