- Monitor inbound & Outbound calls and evaluate agents performance concerning the quality of service offered through all channels.
- Provide clear insight into performance drivers and the levers which impact performance.
- Monitor calls to ensure accurate and consistent information delivery to the customers.
- Manage auditing reports for Customer Care activities & transactions.
- Give recommendations for process improvements based on the customer experience and feedback.
- Design quality rules and guidelines to achieve the highest performances with team managers.
- Hold calibrations and meetings with managerial and non-managerial.
- Orientation & business simulation with new comers.
- Track performance for teams and individual level.