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...
Ready to Apply?
Join thousands of Americans building their careers