Monitor calls/chats on Communication, Soft Skills, Process and Compliance Parameters
Provide Coaching & Feedback to enhance agent performance
Participate in calibrations to ensure consistent scoring & feedback delivery approach
Keep the reps updated on new process changes/updates, improvement initiatives
Prepare and implement the action plans post analysing audit data, compliance reports, communication & Process related data points
Plan & run campaigns to drive Awareness/Improvements on Communication, US Culture & Process.