Call Audit

Audits transactions, Surveys customers to get feedback on the experience upon contacting contact centers

Capture all information ascertained accurately and elaborately

Call dissatisfied customers and establish the reasons for dissatisfaction, identify areas of improvement and report this to the Team Leader

Identify root causes by regular RCA with the TLs

Understand and implement process updates shared by TL

Handle escalations: create and maintain complaints/red alert tracker

Conduct calibration sessions with Team Leader to ensure consistency in process adherence

Drive and support Continuous Improvement projects