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About the Role
What is your mission
- Performs all channel Monitoring to evaluate employee's behavior and customer service performance and compliance with the company policies and business laws and regulations
- Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities
- Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients
- Collaborates with call quality team members and QA Manager cross site to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience
- Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that's targeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provide actionable insights for performance improvement
- Uses Call C...
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