AddressRole Expectations:
Monitor calls and evaluate Quality Audit form.
Identify improvement points and provide actionable insights to the agents.
Track progress of the agents assigned to them.
Conduct feedback sessions to explain the pain points of the agent and suggest improvements.
Maintain audit report and agent progress report.
Conduct analysis session with the Team Leader to discuss issues and trends of their team.
Make outbound sales calls related to assigned process.
Conduct mock call sessions and assessments for training team.
Attend calibration sessions to ensure that the Quality Audits are as per guidelines.
Raise any scenarios/cases which fall under non-compliance of quality.
Conduct d... View More
