Role & responsibilities
- Call & Case monitoring and providing actionable insight.
- Deliver Feedback, Coaching And Training
- Assess agent performance.
- Identifying and addressing customer interaction issues
- Provide actionable data to various internal support groups as needed.
- Prepare and analyze internal and external quality reports for management staff review.
- DSAT Analysis
- SIX Sigma would be an added advantage.
Preferred candidate profile
- Excellent problem-solving skills
- Keen attention to detail
- Excellent verbal, written and interpersonal communication skills.
- Focus on quality and customer service.
- Must be proficient with Microsoft Office (intermediate Word, basic Excel)Ability to work as part of a team.
- Knowledge of quality standards
