Coach agents on their QA performanceTrack each agent’s QA score progressUpdate the QA Score DashboardsFacilitate the QA TalkFunction as an SME for incoming wavesFacilitate weekly QA calibrationProvide Training Needs Analysis data to Training DepartmentPerform any other QA ad hoc tasks whenever neededAnalyze markdowns and identify gaps in our communication and process compliance

Audit random tickets per agent per weekAnalyze markdowns and identify gaps in our communication and process complianceProvide recommendations to improve the overall QA and CSAT scoresCoach agents on their QA performanceTrack each agent’s QA score progressUpdate the QA Score DashboardsFacilitate the QA TalkFunction as an SME for incoming wavesFacilitate weekly QA calibrationProvide Training Needs Analysis data to Training DepartmentPerform any other QA ad hoc tasks whenever needed

Perform Operations Standards for OperationsEngage with clients through daily operational call, quality review and weekly and monthly performance reviewCoach the coachProject ManagementSee to it that all KPIs are met through Teleperformance Operational Performance Standards – Service DeliveryEmployee EngagementOperations Supervisor, August 2012 – May 2015Coach the agent through 7- step coaching methodSee to it that KPIs are met on a team level or up to site level perspectiveProgressive CounsellingEmployee Engagement

Work activities vary according but tasks will generally involve:• setting and meeting performance targets for speed, efficiency, sales and quality;• managing the daily running of the call centre;• liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;• maintaining up-to-date knowledge of industry developments and involvement in networks;• monitoring random calls to improve quality, minimise errors and track operative performance;• coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;• reviewing the performance of staff, identifying training needs and planning training sessions;• recording statistics, user rates and the performance levels of the centre and preparing reports;• handling the most complex customer complaints or enquiries;• organising staffing, including shift patterns and the number of staff required to meet demand;• coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;• forecasting and analysing data against budget figures on a weekly and/or monthly basis;• improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products.