Have any questions? Feel free to contact us:
Key Responsibilities:
- Monitor and coach/ mentor agents on a daily, weekly, and monthly basis.
- Assist in developing and streamlining Quality procedures.
- Maintain quality reports at the agent /team /program level.
- Assist the front-line team by taking over escalated calls where necessary.
- Meet or exceed targets as set by the Client/Business.
- Closely work with the training team and other departments to make the process more robust.