Contact Center Quality Assurance & Process Improvement Manager
OCBC · ID
Key Responsibilities
1. Quality Assurance (QA)
- Design and maintain a robust QA scorecard (adherence, compliance, empathy, accuracy, solution quality) aligned to bank and regulatory standards.
- Lead daily/weekly call & digital-channel monitoring, scoring, and calibration to ensure consistent, fair evaluations.
- Drive root-cause analysis on quality gaps (service, process, product, system) and implement CAPA (Corrective & Preventive Action) with closure tracking.
- Leverage AI / speech-analytics and digital QA tools to scale coverage, surface trends, and move QA from reactive to predictive.
- Run coaching & feedback loops with team leaders and agents; track quality trends by team, skill, and segment.
2. Process Improvement (PI)
- Identify inefficiencies in the service journey (handling time, transfers, repeat calls, escalations, AHT/FCR drivers) using data and process mining.
- Apply improvement methodologies to standardise, simplify, and optimise end-to-end processes.
- Partner with Product, Digital, and IT to resolve systemic/system issues and feed upstream fixes (not just workaround fixes).
- Track and report before/after impact of every improvement initiative.
3. Analytics & Reporting
- Own a unified QA & PI dashboard for senior leadership (quality score, FCR, repeat-call rate, CSAT/NPS correlation, process efficiency).
- Provide insight-driven recommendations — not just scores — to guide coaching, training, and technology investments.
4. People & Stakeholder Management
- Coach team leaders and QA analysts; build a high-performing QA/PI team.
- Partner with Training, WFM, Operations, and Technology to embed quality and process standards into daily operations.
- Ensure compliance with regulatory, audit, and security requirements.