Primary Responsibilities:

• Call analysis by Monitoring both inbound and outbound interactions to ensure that agents are providing excellent customer service as per predefined quality metrics.
• Compile and promptly prepare daily, weekly, and monthly reports according to approved reporting standards.
• Track agents' performance, systems, and tools
• Ensure that Customer Service Executives (CSEs) perform in line with the company's objectives.
• Continuously evaluate and identify key behaviors and issues that either drive or reduce sales and customer satisfaction, in order to address any deficiencies.
• Assess agents' quality performance.
• Recommend, implement and monitor corrective actions to ensure quality standards are achieved

Desirable Skills & Qualifications:

• Degree in Business Administration or any related field.
• Minimum of 1 year experience in customer service.
• Excellent communication and interpersonal skills.
• Highly motivated, organized, detail-oriented, and innovative.
• Strong presentation and articulation skills.
• Team-oriented with a focus on execution and strategy.
• Commitment to continuous learning and development.
• Understanding of Contact Centre best practices.