 Take ownership of the overall Quality and Customer Experience Process of Contact Center.  Defining, Analyzing, Developing Process and contact center framework , matrix and metrics (lead and lag measures ) that will translate to actions or plans to improve customer experience and increase customer satisfaction on all platforms/channels (voice, chat, messaging, email, social media, etc)  Co-Build and maintain Consumer Protection and Risk Management framework aligned with local applicable regulations and bank’s minimum standards.  Create, Improve, Update and Control all related Quality framework that includes but not limited to call/chat flow, social media process and responses, client end to end journey with high level of confidentiality.  Quality Assurance monitoring for customer communications and customer contact channels with high priority on complaints management audits.  Responsible on all Quality and Complaints KPI that matters such as but not limited to NPS, Customer feedback and Ratings, agents/specialist quality and compliance performance and trends.  Maintains extensive knowledge of system/tools, regulatory and policies, product and services, values and principles, and applicable regulations  Creation and Continuous Development of training materials for products and services, up-skilling of specialist and contact center support group. This includes keeping a centralized ecosystem that is accessible to all stakeholders.  Responsible to lead, communicate and facilitate all trainings for system/tool, products and service, customer and market trends, up-skilling and train the trainer (for outsource partner).  Point of Contact for any social medial related items such as but not limited to common client sentiments on service and app utilization/experience.Yellow Belt Data Analytics Call Calibration Call Evaluation Power point Excel

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.