Main Responsibilities :-
- Perform, follow up and maintain target based on transaction quality monitoring and ensure accuracy and effectiveness
- Review, highlight and report process levels gaps and areas of opportunities
- Validate, track and ensure accurate and detailed feedback is uploaded for every monitored transaction
- Observe, perform and realize processes improvement initiatives and deliver results
- Monitor, validate and raise violations for issues impacting customer and business with the followed violations process
- Ensure and oversee applying a low variation in calibration.
- Create, share and provide timely floor dipstick reports on new briefing and updates
- Perform and apply of Mystery Calling to gauge process dipstick.
- Provide, transfer and present a timely feedback to agents according to the repeated mistakes or any new service
- Prepare, execute and provide variance reporting to the department HOD.
- Track, follow up and assure the compliance of the corrective actions.
- Ensure compliance to monitoring and feedback process by Meeting audit targets.
- Maintain confidentiality in all matters related to work and information.
- Perform any other duties assigned Call monitoring and evaluation.
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