Found 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
- Email writin...
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