• Regularly review agent backlogs to identify compliance, case-handling, and process issues, reporting findings promptly to leadership.
• Make recovery calls for high-risk cases to minimize risks and boost CSAT.
• Monitor, evaluate, and audit samples of inbound/outbound calls and non-voice interactions.
• Maintain strong knowledge of client products, services, and program strategies.
• Collaborate with management on key drivers, metrics, and operational processes (including Training) to support Balanced Scorecards and profitability goals.
• Provide accurate, timely reports (daily, monthly, MTD, YTD) on call quality, productivity, availability, and other defined metrics.
• Conduct physical compliance audits to ensure zero compliance breaches.
• Deliver comprehensive quality analyses—statistical reports, driver and attribute breakdowns—to sustain target performance levels.

Key Measures:

• Successful implementation of process improvements.
• Unified quality framework and language adopted across the organization.