Job Description

Expected Behaviour:

Quality evaluations conducted on staff-customer interactions



Voice/ EQM - QA call evaluations results & improvements. Results of quality assessments that measure the implementation of initiatives. Following processes and procedures implemented to improve client experience. Using every telephonic opportunity to wow the client. Average of QA Score



Assessments

Expected Behaviour:

Product knowledge



Results from Training dept.



Adherence

Expected Behaviour:

As per WFM schedule published and adherence thereof



The WFM report will be used to track True Adherence to schedule



Abandoned Calls

Expected Behaviour:

Abandon Calls



Calls not answered



Any calls abandoned before being answered as a team



Surveys

Expected Behaviour:

Ratio of WHU escalations surveys completed within TAT



At least 18% of WHU survey escalations completed within specified TAT



Ombudsman Survey Results

Expected Behaviour:

Ombudsman reminders



Reminders sent by the Ombudsman when the response deadline date is missed and no response was sent



Resolution Satisfaction

Expected Behaviour:

Survey to customers to rate satisfaction of handling process



A ratio score given by customer on the survey per resolution agent



Turn-Around Time

Expected Behaviour:

Ratio of complaints resolved within specified TAT categories



Each complaint type has a specified TAT - those completed within specified TAT



Complaints

Expected Behaviour:

Ratio of complaints received versus completed



All complaints received within the month measured as completed within the same month



Personal Development Plan Implementation (Own)

Expected Behaviour:

Individual taking ownership for their development as per defined template



Accountability for development. Training intervention attendance. Application of training, initiatives and process changes. Taking career development and performance management seriously (look for ways to improve competence/results. Setting of own goals and working towards them. Continuous and constant improvement.



Absenteeism

Expected Behaviour:

Any unplanned or unauthorized leave



Each 3 month rolling period will have the absenteeism average determined by taking the total absenteeism days and dividing it by 3



We Hear You

Expected Behaviour:

Customer sentiment feedback surveys



Customer Interaction surveys, we measure the responses received from customer where they rate the service provided by Retention consultant



Resolitions Officer