Senior Executive - Call Centre Quality

Roles and Responsibilities

• Conduct call audits to ensure compliance with quality standards and regulations.
  
• Provide feedback to agents on their performance, highlighting areas of improvement.
  
• Monitor calls to identify trends, track KPIs, and maintain accurate records.
  
• Develop and implement effective call monitoring processes to improve overall call center operations.
  
• Collaborate with team members to resolve issues and optimize workflow.