Basic Function

• Monitoring of transactions as per process guidelines
• Conduct call quality coaching to the associates

Essential Functions

• Providing event-based and frequency-based feedback.
• Collecting and analyzing trends and patterns
• Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance.
• Participating in team huddles and providing brief on Quality performance in the process.
• Brief new agents joining the process and explain how the quality functions operates in the process.
• Co-ordinate all process improvement initiatives.

Skills

Technical Skills

• High level computer proficiency including:
• Good computer navigation skills and PC skills
• Strong Excel, with knowledge of other Microsoft Office Suite
• Email writin...