Executive - Quality Assurance (Customer Experience)
About the Employer
Job Description
Join The DIMO Tribe
As a leading Diversified Conglomerate, we create value responsibly by building partnerships that last generations, in our journey of fuelling the dreams and aspirations of the communities we serve. DIMO’s robust portfolio spans 10 sectors, with sustainability and ethical practices at the heart of our organization. Our focus is on fostering resilient communities and businesses, ensuring that working at DIMO is enjoyable and rewarding.
Job Title:
EXECUTIVE - QUALITY ASSURANCE (CUSTOMER EXPERIENCE)
Job Role:
The jobholder will be responsible for monitoring and evaluating customer interactions, providing actionable insights, and driving continuous improvement initiatives to enhance service quality, boost operational efficiency, and elevate overall customer satisfaction. Additionally, the role includes coaching assurance, ensuring that feedback is effectively delivered and coaching practices are consistently applied to support agent development and performance improvement.
Job Requirements:
- Bachelors' degree in Business Administration/ Communications or relevant field
- Past experience in a similar role, preferable in a contact centre environment
- Strong understanding of contact centre operations and service standards
- Attention to detail and ability to identify performance issues
- Knowledge of quality management systems and performance metrics for contact centres
- Proficient in using contact centre software, CRM systems, and Microsoft Office tools
- Excellent written and verbal communication skills with the ability to deliver constructive feedback
- A proactive, positive attitude with a commitment to continuous improvement
Here's How You Can Apply:
Share your CV with us at [email protected] within 7 days of this advertisement. Kindly state the post applied for on the subject line of the e-mail.
DIMO is an equal opportunity employer.
Contact Information:
Executive Director/Chief Human Resources Officer
DIMO
65, Jethawana Road, Colombo 14
011 244 9797 | www.dimolanka.com
www.facebook.com/careersDIMO
