Responsibilities: Monitoring of transactions as per process guidelines
Providing event-based and frequency-based feedback
Assisting Ops-AMs in identifying training needs for the agents and process level issues that can help improve performance
Participating in team huddles and providing brief on Quality performance in the process
Brief new agents joining the process and explain how the quality function operates in the process
Co-ordinate all process improvement initiatives
Interacting with onshore counterparts and handling rebuttals
Any reporting requirement within the process
Any additional tasks assigned by QE AM/Manager
