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- Participate in designing call formats, and supervising quality standards.
- Provide insights to the team of agents.
- Use a quality supervising data management system for managing performances at the team and individual levels.
- Watch (for changes, unusual instances, etc.) emails of customer contacts.
- Provide data to the different internal support groups as and when needed.
- Coordinate and help call sessions for the agents and support staff.
- Provide feedback and regular quality updates to the team leaders and managers.
- Prepare and carefully study internal and external quality reports and manage the staff reviews.
Industry preferred- BPO
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