Monitors, either remotely or on recordedbasis and evaluates agents performance (script, data, processconsistency, product knowledge) on the program level for voice andnon-voice transactions using quality monitoring system.
Report daily,weekly and monthly reports to clients.
Analyzesfailures and potential failures to set action plans / preventiveactions on weekly and monthly basis and communicates results tomanagement and stakeholders.
Analyzes qualityvariations from metrics and documents quality related problemcases.
Analyzes projectquality performance related to agents, hours, days, results andminimizes variations.
Designs andre-designs score sheets for new and existing projects to assure allnew requirements and actions are reflected and measured onindividual and program level.