When I started this role QA played a small insignificant role in the business. I had to start a process from scratch. I started implementing a plan that consisted of how agents can be marked and how they can be monitored

Main responsibility includes: Getting your people to work and getting them to perform. Daily tasks would consist of: Reporting headcount to service monitoring team – as I had a team of 10-12 agents, my required Sickness and absence for the month had to come in under 6%. planning and organizing the plan of action for each day coaching agents regarding product knowledge as well as soft skills – which in turn helped me achieve the business requirement of 68% APS and 52% Ease. During the course of the day we would receive survey feedback from customers, I would then have to listen to any dissatisfied feedback, decide what discussion is needed with the agent and provide feedback to Operational manager.Additional requirements of the job would be: Generating reports and trackers around quality, productivity and sales through service – so that we could identify agent with gaps and focus on the right people. HR elements include, return to works, booking leave depending on availability, performance improvement plans, progressing on process where there has been misconduct and gross