- Implemented daily call monitoring to provide constructive feedback for enhancing agent performance
- Identified training needs and delivered refresher sessions to address skill gaps
- Led morning huddles to discuss daily focus areas and share audit
- Orchestrated weekly and monthly calibrations with clients to align on quality standards
- Utilized strong analytical abilities and attention to detail to conduct audits and drive process improvements
- Leveraged excellent communication skills to facilitate effective client calibrations
- Demonstrated proficiency in quality monitoring tools to ensure service excellence
- Enhanced agent performance resulting in a 15% increase in customer satisfaction
- Utilized strong analytical abilities, effective communication, attention to detail, and proficiency in quality monitoring tools.
- Enhanced customer satisfaction and agent performance while ensuring compliance and meeting client expectations