Blessie Rose San Juan, Cafca, Fcap Email and Phone Number

• Ensures that the agents adhere to the Client’s Quality Guidelines when taking calls.• Conducts weekly Joint Call Monitoring with the client thru phone conferences to ensure that calls are handled properly.• Conducts weekly coaching per agent to address agent’s difficulty with the calls they handle on a weekly basis.• Assists with the technical and process-related problems of the agents when taking calls.• Monitors, evaluates and analyzes agent-performance on a monthly-basis to ensure that Quality Guidelines set by the client are met.• Conducts weekly meetings with team-members to address the concerns they have about the type of calls they are getting and to ensure that everyone is updated with the quality guidelines.