Efficiently manage ticket quality checks.Effectively support the OPM with the management Quality targets.Highlight any potential quality issues to the..
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
