Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)
Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring […]
Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals […]
Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents...