Job Description
Responsibilities
- Perform all channel monitoring to evaluate employee behaviour and customer service performance and compliance with the company policies and business laws and regulations
- Provide structured and valuable feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities
- Prepare and analyse internal and external quality reports for review with internal stakeholders and/or clients
- Collaborate with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and customer experience
- Develop and enhance evaluation programmes that target the objectives of the account with Operations, Training and Clients while ensuring that these programmes determine the root source of issues to provide strategic and actionable solutions for performance improvement
- Use call centre tools and/or client systems to gather dat...