**Summary**:
About the Role:
**About the Role**:
**Key Responsibilities**:
- Monitor customer interactions
- Evaluates, observes, and monitors agent use of various systems as part of their role to support customer engagement and manage transactions helping to ensure accurate documentation.
- Ensures adherence to quality assurance policies and procedures, identifying gaps and recommending corrective actions.
- Interface with work force management to drive productivity improvement to ensure operational excellence.
- Perform scheduled coaching/feedback sessions with agents, Team Leads/Associate Directors to ensure quality performance feedback is provided in a timely manner.
- Where applicable, provides feedback to the agent offering skill coaching, contact handling performance evaluation using Novartis provided QA guidelines and evaluation tools.
- Assess agent performance
- Measures agent use of customer service skills, approved communicatio...