Responsible for ensuring that the call center agents provide excellent customer service when they are interacting with customers and follow the standards they are required to use
Responsible for ensuring that the call center agents give correct & accurate information in a courteous and professional manner
Provide coaching, feedback and assistance to call center agents to make sure they understand and implement current and new policies and procedures for quality
Coach and counsel agents to modify their performance/behavior to achieve high level of customer service and enhance their performance as call center agents
Prepare a report of all the needed information and comments regarding the evaluated calls, daily reports and submit it to the Operation Supervisor and the Quality Assurance Supervisor
Provide periodical evaluations on assigned agents performance
Develop and enhance relevant procedures and checklists for measuring and improving agents performance and other critical metrics
