* Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.
* Report contact handling performance and statistics through daily and weekly reports.
* Conduct remote monitoring sessions with Client, thus completing performance summaries that will be submitted to the Quality Assurance Supervisor and the Quality Assurance Manager.
* Monitor calls/Emails to ensure Client/IGSL standards are maintained.
* Review evaluations
* Prepare performance evaluations documenting contact-handling procedures.
* Participation in Calibrations (Internal & External)
* Sharing of 100% feedback with agents on instant basis
* Performing performance evaluations of focus group of agents & documenting of feedback provided for the same to reduce error rate
* Preparation of call monitoring data & related internal reports
* Other Duties as assigned
* Re-Auditing External calls, identify areas of improvement & giving instant positive feedback on issue identified
* Dip check on floor awareness
In a short span of time, APEX Services has established itself as one of the leading manpower... outsourcing consultants of India. This has happened because of our firm belief that it is our job to provide the best possible manpower to our clients. As such our professional approach to screening and short-listing the right candidates has resulted in a very satisfied client list.
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