Primarily responsible to work on quality process implementation and improvement.
Contributes in design of call monitoring formats and quality standards.
Performs weekly, bi-weekly or monthly call monitoring and provides feedback to Head Office
Uses quality monitoring system to compile and track performance at team and individual level
Provides actionable data to various internal support groups as needed
Prepares and analyzes internal and external quality reports for management review
Defining SOPs and scripts for contact center agents
Any task assigned by the management
This job was originally posted on Mustakbil.com