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About the Role
Job Description
- Performs call monitoring and delivers actionable insights, trend analysis, and performance reporting to site management and stakeholders.
- Leverages quality monitoring systems to track, analyse, and report performance at both team and individual level, highlighting key trends, recurring issues, and outliers.
- Conducts evaluations of calls and email interactions in line with QA standards, ensuring consistency and identifying improvement opportunities.
- Identifies customer and vendor pain points through deep-dive analysis and translates findings into structured insights to support coaching, process improvement, and sales/service effectiveness.
- Raises red flags on performance risks, compliance gaps, and systemic issues, ensuring timely escalation and mitigation.
- Provides targeted feedback to commercial operations leaders, Team Leaders, and Managers to drive coaching interventions and performance uplift.
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