Performs all channel Monitoring to evaluate employee's behavior and customer service performance and compliance with the company policies and business laws and regulations
Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities
Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients
Collaborates with call quality team members and QA Manager cross site to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience
Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that's targeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provide actionable insights for performance improvement
Uses Call C...
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