1/ Training domain:
• Identifying training and development needs within BPO(s) Operations team through job analysis, appraisal schemes, and regular consultation with close coordination with the L&D team in Customer Care.
• Coordinate with the BPO(s)' Training team to facilitate learning initiatives in the BPO Operations team, especially for hard skill competency to achieve the business goal and operational objective.
• Facilitate and conduct the onboarding process (people requirement and recruitment process) for Customer Operations & develop an effective induction program and material.
• Defining, Creating & Reviewing the Training Material and content for BPO(s) while managing the delivery of training and development programs with close coordination with the central L&D team in ID.
• Evaluating training and development programs, monitoring and review the training progress of training courses through questionnaires and discussions with BPO(s) Trainer(s) to amend and revise programs as necessary, in order to adapt to changes occurring in the work environment.
• Checking, Monitoring, and making sure that BPO(s) have the training master plan for all agents and that it is being executed properly and according to the schedule
• Translate the training material from English to the local language (if any)
2/ Quality Assurance domain:
• Responsible for reviewing and auditing incidents, emails, chats, and telephone interactions and investigating customer survey responses for the BPO(s) Operations team. Evaluate and take corrective action when necessary with regard to product and process quality monitoring at the team level.
• Verifies the front liners' quality results by measuring skills in the use of scripts, product knowledge, service ability, greeting, dictation, listening, etiquette, objection handling, effective solutions given to customers,s and courtesy while closing the call.
• Provides continual evaluation of existing processes and procedures in the contact center operations.
• Provides structured and timely recommendations and feedback to BPO(s); conduct periodical calibration sessions with BPO(s) and team coaching to enhance or correct the behaviors that lead to better customer experience
• Responsible for the overall quality of the customer interactions and process, making improvement recommendations to BPO(s) and monitors the result of stated recommendations.
• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with the BPO(s).
• Reviewing the QA parameter which is currently used and the correlation with the Customer's culture as well as the agent's behavior.
• Responsible for supporting the KPIs both for agents and for the BPO (CSAT & DSAT achievement)
3/ Service Assurance Business Process domain:
• In terms of design, this person should be working together with SABP central in ID to design what is the best SOP/business process to be implemented in the VN market
• In terms of execution this person is responsible to deploy the SOP created by SABP central in ID and execute it in the BPO(s)/local market