- Monitor the calls of each advisor and provide immediate feedback to them in case of critical errors and non-critical errors
- Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.
- Report contacts handling performance and statistics through monitoring and test contact evaluation. Also share daily, weekly, and monthly reports submitted to the Quality Assurance Supervisor.
- Will be responsible to meet Quality related service level monthly.
- Randomly monitor calls to ensure Client/company standards are maintained.
- Need to manage BAU, Business intelligence audit and other compliance audits as per business requirement.
- Provide regular feedback to team Members regarding the performance of the team and any issue that needs escalation.
- To work together as a team and achieve the targets set by clients.
- Need to be flexible and motivate the team at regular intervals.
Requirements
- Minimum experience of 6 months as Quality Analyst
- Customer
Service
- Good analytical skills
- Must be very good with data representation
- Good analytical skills
- Ability to do multi-task
- Ability to work well in and promote a team environment