DUTIES & RESPONSIBILITIES Performs call monitoring and provides trend data to management team. Uses quality monitoring data management system to compile and track performance at team and individual level.
Monitors inbound and outbound calls taken by customer care executive. Participates in call listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center executives & team leaders.Prepares and analyzes internal quality reports for management staff review.
Ability to multi-task, set priorities and manage time effectively.