Duties and Responsibilities:

• Implement Transaction monitoring process as per client requirements and COPC Standard
• Implement task monitoring as per the in-house process
• Create a sampling strategy
• Determine the frequency of monitoring and the sample size
• Monitoring plan and schedule for monitoring of Tasks
• Maintain ‘program quality’ related client interactions. Provide feedback to the floor
• Facilitate and manage quality related conference calls, calibration calls, etc.
• Review the effectiveness of MIP’s and the feedbacks being given by the Quality Analyst. and Communication Trainers.
• Organize call calibration sensitization for TMs.
• Analyse end-user complaints and Client Complaints
• Implement MIP-T as per the guidelines
• Monitoring performance by gathering relevant data and producing statistical reports – • • Review of historical data and share insights/trends...