Found Description
Responsibilities
- Audit the number of cases / calls as mandated by the client and track performanc
- Review calls/completed cases for adherence to internal/regulatory guideline
- Record feedback on Agents & his/her areas of improvement
- Bring in necessary changes to the process and constant updation ofcore proces
- Attend calibrations sessions both internal and with the client
- Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trend
- Identify and support other opportunities for quality improvement across the team
- Develop materials and process documentation to support training as and when require
- Documenting quality issues, performance measures and quality improvements for management review
- Create quality score cards to track performance leve
- Sharing feedback and briefings to associates to improve their qual...