Job Role: 

The role will primarily focus on participating in designing call formats, supervising quality standards, and providing insights to the team of agents. The successful candidate will use a quality supervising data management system to manage a team.

Job Description:

• 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 staff reviews.