- Monitor remote/side by side calls.
- Monitor unusual occurrences, report follow-up procedures, and report daily, monthly, and year-to-date comparisons.
- Analyze customer complaints and bad ratings and set an action plan.
- Analyze quality scores and share the insights along with the action plan to improve QA scores and processes.
- Report the repeated offenders from quality or complaints point of view.
- Prepare the audit plan and ensure it appropriately addresses the audit objectives
- Delivering coaching sessions to agents and tracking the outcome of the coaching.
- Measuring the improvements to the monitoring process and the coaching given.
Fluent English.Experience 1 year at least as a Contact Center Quality Specialist (Travel Industry).Knowledge of customer service principles and practices.Excellent Ability in relevant computer applications (Microsoft Excel and PowerPoint).Advanced troubleshooting and multi-tasking skills.Proven experience in managing large projects.