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.
GBT Travel Services UK Limited (GBT UK) and its authorized sublicensees use the “American Express Global Business Travel” trademark under a limited license from American Express. “American Express” and the American Express logo are trademarks and the property of American Express Company or its affiliated or related companies (American Express). GBT UK is a subsidiary of Global Business Travel Group, Inc. (NYSE: GBTG). American Express holds a minority interest in GBTG, which operates as a separate company from American Express.