Job Description

Monitor Calls/ transactions and provide feedback on areas of improvements and strength.
Work with Ops and training to certify New Joiners and give constructive feedback on timely performance.
Agent performance improvement activities: Regular Briefings/ Call listening sessions.
Help the new hires speed up the learning curve.
Periodically conduct audits of new hires.
Coach new agents on new & existing processes.
Conduct Call Calibrations
Prepare reports in line with process requirements.
Being part of the projects undertaken for process improvement

---

Skills

Quality Assurance Control , Quality Control , Quantity Survey ,

---

Qualifications

• MBA Sales & Marketing