Implement Transaction monitoring process as per client requirements and COPC Standard
Implement task monitoring as per the in-house process
Create a sampling strategy
Determine the frequency of monitoring and the sample size
Monitoring plan and schedule for monitoring of Tasks
Maintain ‘program quality’ related client interactions. Provide feedback to the floor
Facilitate and manage quality related conference calls, calibration calls, etc.
Review the effectiveness of MIP’s and the feedbacks being given by the Quality Analyst. and Communication Trainers.
Organize call calibration sensitization for TMs.
Analyse end-user complaints and Client Complaints
Implement MIP-T as per the guidelines
Monitoring performance by gathering relevant data and producing statistical reports – • • Review of historical data and share insights/trends. Share d...