Coordinates and facilitates call calibration/training sessions for call center staff.
Conduct quality monitoring and coaching
Deal tactfully and courteously with clients
Produce Quality reports and dashboards such as TNI, Pareto etc.
Drive process improvement and ensure process compliance.
Contribute to the development of the short and long term goals of the process.
Ensure quality and CSAT targets are met at all times.
Drive first call resolution and quality initiatives in the program.