“ROLES & RESPONSIBILITIES:
– Participates in design of call monitoring formats and quality standards.
– Provide actionable data for agent improvement.
– Coordinates and facilitates call calibration sessions for internal as well as external.
– Monitoring calls of QAS & providing them feedback on timely basis.
– Prepares and analyses quality reports for management staff review.
– Suggests training needs and developments.
– Handling quality related escalations & taking action against the same on timely basis.
– Contribute for the initial hiring and selecting process.
– Coach and guide team to think proactively and encourage them to improve on process and
productivity.”