Job Description
Job overview and responsibility
TIME BASIS TASKS
DAILY
• Monitors Agent's performance daily by recording, listening to, and evaluating calls, tickets or transactions based on client's goals and expectations.
• Provides feedback to agent on quality of service to ensure proper procedures, customer satisfaction (CSAT) and compliance expectations are being followed and met.
WEEKLY
• Attends in calibration sessions (internal and external) to ensure consistency in scoring evaluations.
• Generates regular evaluation reports and daily communication forms to update process Leaders, agents and management. Follows up on any problems or questions on reports.
• Attends meeting set by clients on a weekly basis.
MONTHLY/
• Capture a significant amount of data which will be constantly analysed and reported on to determine if trends are occuring that may need indicate a need for action.
<...
TIME BASIS TASKS
DAILY
• Monitors Agent's performance daily by recording, listening to, and evaluating calls, tickets or transactions based on client's goals and expectations.
• Provides feedback to agent on quality of service to ensure proper procedures, customer satisfaction (CSAT) and compliance expectations are being followed and met.
WEEKLY
• Attends in calibration sessions (internal and external) to ensure consistency in scoring evaluations.
• Generates regular evaluation reports and daily communication forms to update process Leaders, agents and management. Follows up on any problems or questions on reports.
• Attends meeting set by clients on a weekly basis.
MONTHLY/
• Capture a significant amount of data which will be constantly analysed and reported on to determine if trends are occuring that may need indicate a need for action.
<...
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