To monitor activity for Inbound, Outbound, Backend & Email processes and ensure call centre representatives follow the organization s protocols.
Responsibilities
Core Responsibilities:
Partner with Leadership team to enhance Customer Experiences by implementing successful call center programs
Identify, Recommend and Support the implementation of various programs for the improvement of call center Quality
Identify potential quality issues and initiate investigations in coordination with the leadership team
Meet vendor call centre team weekly to review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues
Handling Customer Queries & meeting Deadlines on daily basis records related to customer, also prepare plan for Audit also.
Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience
Efficiently gather complete information to access and fulfill customer need.
