Monitoring coordinator
Barclays
Total years of experience :16 years, 8 Months
1.Participate in designing the call monitoring formats and suitable quality standards.
2.Monitor the Call Center Agents performance and coach them, to develop their performance.
3.Monitor the Retention Agents performance and coach them, to develop their performance.
4.To use quality monitoring data management system for tracking performances at team and individual levels
5.Provide feedbacks to the team leaders and contact center manager monthly.
6.Prepare and analyze internal quality reports monthly