Associate - Customer Experience

 

Key Responsibilities

Service Audit & Customer Experience

• Audit branches and support functions to evaluate service quality and compliance with established standards.

• Conduct mystery shopping, focus group discussions, and other customer experience assessments.

• Carry out telephone surveys to measure Customer Satisfaction Scores (CSAT) and identify improvement areas.

• Audit Contact Center (CC) operations and prepare reports with recommendations to improve service quality.

• Conduct Telephonic Answering Call Technique (TACT) surveys to assess telephone communication and service etiquette.

Process Development & Improvement

• Identify opportunities to improve operational efficiency and service delivery through process re-engineering.

• Detect service gaps and process errors, ensuring proper documentation and accurate reporting.

• Develop and implement service initiatives and process improvements to enhance customer experience and operational effectiveness.

Reporting & Analysis

• Prepare branch service audit and mystery shopping reports.

• Compile Contact Center audit and survey findings with actionable recommendations.

• Analyze branch performance comparatively to identify service trends, gaps, and best practices.

• Prepare TACT survey reports evaluating telephone service quality across the organization.

• Prepare additional reports, analyses, and management updates as assigned by MSQD.