Job Description (JD)
| Nama Program | Support Customer Engagement Operations [IT-102-2:2013] |
|---|---|
| Kod CU | IT-102-2:2013-C01 |
| Competency | Core |
| Tajuk CU | QUALITY TRANSACTION MONITORING |
| Penerangan CU | This Competency Unit title describes the competency in Quality Transaction Monitoring. He / She is responsible in improving and reviewing the quality performance of Customer Engagement Professionals (CEPs). The person who is competent in this CU shall be able to assess call interactions, coach customer engagement professionals (CEPs) and conduct calibration session. The outcome of this competency is to monitor Quality Transaction of the contact centre processes to be followed and sustained as per guideline. |
| Tempoh Latihan | 45 |
| Objektif Pembelajaran | The person who is competent in this CU shall be able to monitor Quality Transaction of the contact centre processes to be followed and sustained as per guideline.. Upon completion of this competency unit trainees will be able to:- Assess Call Interactions Coach Customer Engagement Professionals (CEPs) Conduct Calibration Session |
| Pra-Syarat | 0 |