· Monitor calls and evaluates Quality Audit form.
· Identify improvement points and provide actionable insights to the agents.
· Track progress of the agents assigned to them.
· Conduct feedback sessions to explain the pain points of the agent and suggest improvements.
· Maintain audit report and agent progress report.
· Conduct analysis session with the Team Leader to discuss issues and trends of their team.
· Make outbound sales calls related to the assigned process.
· Conduct mock call sessions and assessments for the training team.
· Attend calibration sessions to ensure that the Quality Audits are as per guidelines.
· Raise any scenarios/cases which fall under non-compliance of quality.
· Conduct disposition wise analysis.
· Present Root Cause Analysis for their agent’s escalations.
· Ensure Staffing, AHT, Break adherence expectations are met on a daily basis.
· Identify and suggest process improvements.