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- Ensure Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
- Provide feedback and coaching based on quality audits, complaints, and seller satisfaction
- Remarks to improve their communication and overall quality performance
- Train Agents on soft skills, call handling, and communication skills, new implementations, and process changes
- Provide report and analysis on quality progress
- Ensure contact reason categories are tagged correctly
- Generation process and guidelines for Agents to adhere
- Ensure recoveries are done
- Attend calibration and meetings to ensure requirements are on par
- Analyze the root cause of the issue and be able to design an action plan.
- Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
- Provide information to assist in the performance feedback and to increase motivation concerning Contact Center quality concerns.
- Test products and procedures to establish functionality and effectiveness.
- Manage BPO performance to achieve KPIs
- Other duties as assigned