Job Description
Basic Function
- Monitoring of transactions as per process guidelines
- Conduct call quality coaching to the associates
Essential Functions
- Providing event-based and frequency-based feedback.
- Collecting and analyzing trends and patterns
- Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance.
- Participating in team huddles and providing brief on Quality performance in the process.
- Brief new agents joining the process and explain how the quality functions operates in the process.
- Co-ordinate all process improvement initiatives.
Work Experience Requirements
Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an insurance process/ account
Education Requireme...