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.
- 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.