Associate Manager-Customer Experience

Ensure that all types of transactions are monitored.

Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side.

Ensure Sampling Adherence is met MIPs are implemented if required.

Track if the QAs are providing appropriate feedback basis the audits to improve consultant’s ability to perform better.

Keep checking the QA's accuracy by doing ATA and Calibration.

Be a consultant and advisor to the QAs to clarify on parameters during need.

Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.

Analyse monitoring data to identify program level issues and opportunities.

Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.

Drive quality ...