About

Essential Functions

• Monitor transactions as per process guidelines.
• Provide event-based and frequency-based feedback.
• Assist the operations and process training teams in identifying training needs for the agents and process level issues that can help improve performance.
• Participate in team huddles and provide a brief on quality performance in the process.
• Lead calibration exercises with participation from the operations and process training team to ensure process workflows are followed consistently
• Brief new staff joining the process and explain how the quality function operates in the process.
• Coordinate all process improvement initiatives

Primary Internal Interactions

• Operations Team: Assistant Manager, Lead Assistant Manager, Manager
• Quality Team: Assistant Manager, Lead Assistant Manager, Manager
• Operations frontline staff