- Monitor calls taken by the agents to ensure that they achieve set goals given by the client.
- Maintain the quality of calls taken by agents to ensure compliance and process being followed accurately.
- Giving timely feedback to the agents. Highlighting repetitive issues to Operations.
- Coaching/mentoring the bottom quartile agents and top performers to achieve the group dynamics.
- Conduct refreshers when required to meet service delivery levels.
- Design and run Training Need Analysis based refresher programs targeting the bottom quartile performers to drive process improvement.
- Quality Audit readiness – Report collation, maintenance and data analysis,
always maintain audit readiness in terms of Quality reports and other quality data (hard and soft copies).
- Attend call calibrations with the client.
- Publish daily and weekly reports.
- Handling complaints received from the client and customers.
Education and Experience
- Graduate
- 1 year + of experience as a Quality Analyst
- Excellent verbal & written communication skills
- Should have valuable interpersonal and employee relations skills
- Must have good working knowledge in MS-Office or any other data analysis tools.
- Must have excellent analytical skills.