- Evaluate customer interactions toensure they meet quality standards, using a predefined frameworkThis involves regularly assessing a specified number of contactsper agent based on departmentneed.
- Provide timely andconstructive feedback to customer service agents based onassessmentresults.
- Develop coachingplans to address areas of strength and weakness and providecoaching sessions to agents to enhance theirskills.
- Provide necessarybriefings or meetings based on observations from qualityassessments/new updates or processes that requirecascading.
- Responsibilityto update and suggest improvements to the knowledge base,templates, and omniguide.
- Manage theengagement calendar and plan team activities, ensuring a positiveand organized work environment that contributes to the overallwell-being and engagement of teammembers.
- Coordinate withteam leaders to conduct training sessions for customer serviceagents. These sessions are often for new joiners or based onobservations and assessments of individual and teamperformance.
- Attendmonthly calibration sessions with the QA manager and supervisors toensure calibrationconsistency.
- Assist intraining sessions focused on NPS, CSAT, and the Quality Frameworkto enhance customer experience and overall contactcentre.
- Share necessarycommunication emails with the contact centre including the newupdates or campaigns/promotions shared by thebrand.
- Sharing promotionscalendar and ensure team members are trained and ready to supportduring sale.
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Junior Product
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