Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelinesFor agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ weekPrepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as requiredConduct weekly analysis to identify the error trends and for top2 errors, conduct root cause analysis (RCA)
• Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.

Skills Required:

International voice experience & good English communication to interact with North America team.
• Call Quality, BQM, 7QC tools, calibration (internal and External),WBR, Client connect refresher Session with excellent communication.