Develop and structure comprehensive customer survey questionnaires that are methodologically sound, unbiased, and strictly aligned with key business objectives.
Program, test, and deploy complex survey logic using designated platforms such as SurveyMonkey to ensure a seamless and error-free respondent experience.
Extract, clean, and validate large datasets from various survey platforms to maintain high levels of data integrity and prepare information for deep-dive analysis.
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Quality Assurance Reviews: Conduct regular quality audits on customer interactions to ensure compliance with SOPs, communication standards, and solution accuracy. Provide structured coaching using established frameworks to drive agent performance improvement.
Quality Framework & Governance: Maintain and enhance QA frameworks including scorecards, coaching approaches, and audit standards to ensure consistency, fairness, and continuous improvement across teams.
Reporting & Insights: Prepare concise, data-driven reports to highlight performance trends, gaps, and risks. Communicate actionable recommendations to stakeholders and track the effectiveness of implemented actions.
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Proven working experience in IT project delivery or equivalent role with at least 3 years’ relevant experience in large and complex organizations preferably in the area of Banking and Finance.
Ability to multitask effectively and handle large amounts of data
Proficient knowledge in SQL/Oracle and/or Compliance related capabilities
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