Closely monitoring agent performance, primarily in
terms of quality, productivity, and attendance metrics,
with a primary goal of maintaining quality assurance
scores above 90%.
Providing frequent coaching to agents based QA
feedbacks, metrics, customer survey responses and
my own ticket observations.
Ensure schedule adherence by agents and desired
productivity observations
Maintaining coaching logs and providing regular
written feedback to agents.
Daily agent’s ticket audit to identify the specific
behavior that cause the detractor.
Editing and scrubbing each and every agent’s
timecard.
Providing excellent service delivery to maintain
reputable relationship with clients
