Improve Service capabilities of the agents through monitoring, coaching,
mentoring and training and overall development of agents.
Ensure the quality target as per the project SLA.
Monitor and analyze calls on daily basis to ensure quality standards are met.
Preparing weekly reports and coach agents based on evaluation trends
Drive compliance and ensure that all process guidelines and policies are
followed efficiently and appropriately.
Conduct/ participate in weekly calibration sessions with operations/ quality
Train new hires on all quality metrics and guidelines
Analyse the root causes for the defects identified through the audits using
basic quality tools and accurately report the root causes of the defects to the
business units(Quality/Operations) within defined deadline of identifying the