Checking/Supervising overall performance of the team.

➢ Monitoring calls/email/Chat transactions on daily basis.

➢ Analysis of the team and sharing the feedback with the entire team.

➢ Provide feedback through one-on-one coaching sessions.

➢ Conduct Team meetings and discuss evaluation scores, common fatal and share best practices.

➢ Communicate quality updates on regular basis.

➢ Identify common areas of improvement and conduct refresher trainings.

➢ Generate reports and analyze data regarding the overall performance on a weekly/monthly

basis, along with action plans for improvement.

➢ Provide suggestions regarding process improvements and increasing the customer satisfaction levels.

➢ Participate and conduct joint calibration sessions with the Operations, Outsourced partners, and Training teams.

➢ Ensure that the targets regarding the overall quality and Customer Satisfaction levels are met and exceeded.