Found Description
Job Summary
The role is responsible for monitoring transactions as per process guidelines and driving continuous improvement and process-related initiatives.
Essential Functions
- Monitor transactions as per targets and guidelines.
- Provide coaching and feedback to consultants following audits.
- Prepare quality presentations and reports as per requirement.
- Collecting and analyzing trends and patterns
- Review and analyze quality results to identify development areas.
- Propose action plans based on findings for improvement and assist implementation in collaboration with Operations.
- Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance.
- Assist the process AM’s in identifying the training needs for the agents.
- Conduct/participate in calibration exercises on regular basis.
- Handle incoming calls for process as and when requi...
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