Job Description
Duties and Responsibilities:
- Implement Transaction monitoring process as per client requirements and COPC Standard
- Implement task monitoring as per the in-house process
- Create a sampling strategy
- Determine the frequency of monitoring and the sample size
- Monitoring plan and schedule for monitoring of Tasks
- Maintain ‘program quality’ related client interactions. Provide feedback to the floor
- Facilitate and manage quality related conference calls, calibration calls, etc.
- Review the effectiveness of MIP’s and the feedbacks being given by the Quality Analyst. and Communication Trainers.
- Organize call calibration sensitization for TMs.
- Analyse end-user complaints and Client Complaints
- Implement MIP-T as per the guidelines
- Monitoring performance by gathering relevant data and producing statistical reports – • • Review of historical data and share insights/trend...