Ability to analyze outbound interactions and frame appropriate tactical strategies to maximize opportunity of cross selling/retention and other related campaign objectives on phone
Measure employee performance via recorded monitoring and case audits. Evaluating interactions at the Contact Centre with focus on Product / Process knowledge, Soft skills & Technical skills to maximize campaign objectives
Liaise with relevant stakeholders to understand business impact factors, bring efficiency in the processes and resolve issue-based situations from a Quality perspective
Undertake various quality interventions from time to time based on a thorough assessment of campaign needs (Calibrations, Call listening sessions, Quality Clinics, Quality Briefings, 1 on 1 feedback to officers)
Develop a Training Needs Analysis and coach the team accordingly.
Root cause analysis to identify triggers for poor quality score / average campaign performance and initiate time bound projects to achieve the desired outcome
Identify performance deviations and develop training need analysis for concerned officers and implement targeted interventions to ensure campaign effectiveness improves.
Adapting and implementing measures to improve overall quality
Provide inputs to improve work procedures that can enhance overall team performance
Adherence to Information Security norms.
Maintain daily and weekly reports for the team.