- Efficiently manage ticket quality checks.
- Effectively support the OPM with the management Quality targets.
- Highlight any potential quality issues to the OPM.
- Prepares internal and external quality reporting.
- Liaise with Team Leaders on continuous evaluation and improvement of the team’s internal and external service quality.
- Support Team Leaders with the introduction and management of quality improvement techniques.
- Provide Team Leaders with feedback regarding individual agents’ quality scores.
- Highlight any urgent quality training needs to the Team Leaders whilst supporting them in conducting an effective training needs analysis of all agents.
- Liaise with Team Leader in planning and delivery of all agreed training and coaching identified on individual PDP’s.
- Design and Implement Smart Action plan when necessary
- Work with the global quality coordinator as well as the global quality circle team
- Effectively handles complaints and submits DRSMs on time
- Provides coaching to agents regarding ticket handling
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