Randomly audit required number of calls on daily basis.
Providing timely and accurate feedback to agents for improvement areas.
Take corrective actions by doing data analysis to improve process efficiency. Work upon the action plans to improve Quality scores.
Design Audit forms in line with process guidelines across touch points.
Monitor calls as per audit forms & identify Fatal & Non-fatal errors.
Identifying historical trends through data analysis to identify agent training needs. To conduct regular Feedback sessions for Agents.
Publish daily, weekly & monthly Quality Reports.
To conduct calibration sessions with operations and training team.
Conduct quality improvement sessions for agents.
Define SOPs as per process updates/ product developments & cascade to team. Identify product changes basis transaction audits.
Propose new actions to improve productivity
salary above 42k