Main Responsibilities

- Assist, support and perform the target based on transaction quality monitoring and ensure accuracy and effectiveness.

- Ensure and apply accurate and detailed feedback is uploaded for every monitored transaction.

- Monitor and raise violations for issues which impact customer and business and assure to be aligned with violations procedure.

- Maintain and apply a low variation in calibration.

- Support, track and assist on monitor corrective and preventive actions to ensure a proactive approach.

- Compile and write training material and conduct training sessions on quality control activities over operations employees repeated violations.

- Monitor, track and highlight quality issues in the calls and introduce corrective actions for all operation processes.

- Ensure, preserve and optimize calls outcomes meet customer expectations based on company objectives.

- Interpret and implement quality assurance standards and procedures.

- Assist in providing and sharing timely floor dipstick reports on new briefing and updates.

- Apply and conduct Mystery Calling on agents to assure information accuracy in regular biases. 

- Define, collect and share alerts whenever an opportunity related to quality, customer experience or cost are observed.

- Maintain confidentiality in all matters related to work and information.

- Perform any other duties assigned to him/her related to the nature of the work.