Responsibilities

• Audit the number of cases / calls as mandated by the client and track performanc
• Review calls/completed cases for adherence to internal/regulatory guideline
• Record feedback on Agents & his/her areas of improvement
• Bring in necessary changes to the process and constant updation ofcore proces
• Attend calibrations sessions both internal and with the client
• Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trend
• Identify and support other opportunities for quality improvement across the team
• Develop materials and process documentation to support training as and when require
• Documenting quality issues, performance measures and quality improvements for management review
• Create quality score cards to track performance leve
• Sharing feedback and briefings to associates to improve their qual...