Job Description

Basic Function

  • Monitoring of transactions as per process guidelines
  • Conduct call quality coaching to the associates

Essential Functions

  • Providing event-based and frequency-based feedback.
  • Collecting and analyzing trends and patterns
  • Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance.
  • Participating in team huddles and providing brief on Quality performance in the process.
  • Brief new agents joining the process and explain how the quality functions operates in the process.
  • Co-ordinate all process improvement initiatives.


Skills

Technical Skills

  • High level computer proficiency including:
  • Good computer navigation skills and PC skills
  • Strong Excel, with knowledge of other Microsoft Office Suite ...

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