The role will primarily focus on participating in designing call formats, supervising quality standards, and providing insights to the team of agents. The successful candidate will use a Quality commanding data management system to manage a team.
Participate in designing call formats and supervising quality standards.
Provide insights to the team of agents.
Use a Quality commanding data management system to manage team and individual performance.
Watch (for changes, unusual instances, etc.) emails of customer contacts.
Provide data to the different internal support groups as and when needed.
Coordinate and help call sessions for the agents and support staff.
Provide feedback and regular quality updates to the team leaders and managers.
Prepare and carefully study internal and external quality reports and manage staff reviews.