- Monitor calls on Communication, Soft Skills, Process& Compliance Parameters.
- Provide Coaching & Feedback to enhance agent performance.
- Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans.
- Analyze the Coaching / Training needs of the agents & support them in delivery.
- Participate in calibrations to ensure consistent scoring & feedback delivery approach.
- Keep the reps updated on new process changes/updates, improvement initiatives.
- Conduct Compliance, Communication & Process Awareness sessions for new hires.
- Support floor Training Initiatives: Resolution & Communication /Vitality Training/RVP etc.
- Handle Escalations.
- Develop Action plans and report out the improvement process in business reviews.
- Plan & run campaigns to drive Awareness/Improvements on Compliance, Communication & Process.
- Provide Soft skills training
