Monitors, either remotely or on recorded basis and evaluates agents performance (script, data, process consistency, product knowledge) on the program level for voice and non-voice transactions using quality monitoring system.
Report daily, weekly and monthly reports to clients.
Analyzes failures and potential failures to set action plans/ preventive actions on weekly and monthly basis and communicates results to management and stakeholders.
Analyzes quality variations from metrics and documents quality related problem cases.
Analyzes project quality performance related to agents, hours, days, results and minimizes variations.
Designs and re-designs score sheets for new and existing projects to assure all new requirements and actions are reflected and measured on individual and program level.
Adheres to monitoring sample size for all projects either new or existing.
Assures adherence to new agents sample size either new comers or internally transferred.
Releases new comers after certification process.
Analyzes end user satisfaction and NPS results per project to ensure correlation with monitoring results and set action plans/ preventive actions.
Issues quality assurance clients reports.
Assures that data entered on system is accurate and follows the defined entry standards.
Assures that the quality benchmarks are met on individual and projects levels.
Logins based on defined login hours and under rules
Reviews k-base, scripts and CRM and all related systems and Apps in order to address any gap to HOD to enhance process and overall quality performance.
Verifies agents on monthly quizzes.
Calibrates with all monitors and with client.
Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner
Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement
Promote to other employees within the organization the implementation and adherence to policies, procedures, processes, and instructions
Follow daily operations relating to the job to ensure work continuity
Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards
Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner