Executive - Call Center

Monitor the voice (Inbound & Outbound) & non voice (Chat and Email) responses to
access the associate s demeanour, technical accuracy, customer services performance &
procedures.
Identify and remedy defects within the production process.
Recommend, implement, and monitor preventative and corrective actions to ensure that
quality assurance standards are achieved.
Compile and analyse statistical data.
Participating in design of call monitoring formats and quality standards.
Performing call monitoring, identifying errors and best practices on the call.
Documenting call behaviours and giving appropriate feedback to the customer service
agents.
Applying 80:20 rules while giving feedback to the agent, discussing the call and creating
an action plan with timelines.
Identifying call drivers and reporting to Quality TL/Manager.
Using appropriate data management system to compile and track performance at team
and individual level.
Participating and facilitating Calibration s sessions to check understanding and maintain
consistency with feedback.
Providing training team with actionable data as and when required.
Providing feedback to Call Centre team leaders and managers.
Preparing and analysing internal and external quality reports / presentations for
management staff review.
Performing translations, IVR recordings and language assessments.
Regular meetings with Quality manager & Training Manager