Job Description
Job Description
Monitor and measure the quality of inbound and outbound customer service calls. Prepare and present audit reports for management to identify issues and performance Assist with feedback and training of L1 / L2 representatives who have contact with members. Developing and implementing quality control audit plans Training employees on quality standards and procedures. Perform a minimum of 5 audits / agent / month. Documenting defects and recommendations for improvement of process Prepare RCA`s when needed and present to management. Calibarate calls with ops team and have variance of Knowledge Management (Create, Retire or Modify) Ensuring QA/Knowledge team aligned with client expectationsIdeas for continuous process improvements
Qualifications
Graduate
Range Of Year Experience-Min Year
1
Range Of Year Experience-Max Year
10
