Primary Duties & Responsibilities

·The main purpose of this position is to ensure professional, polite and efficient service is rendered to customers at all times, by conducting regular call assessments and audits. ·Conduct call assessments checks to meet SLA’s;

• Provide assessment feedback to the agents;
• Attend and manage calibrations with operations teams and the client;
• Conduct quality audits and provide feedback to managers;
• Hold regular meetings with team leaders and agents;

·Ensure accurate data capturing; ·Continually examine opportunities for quality improvements;

• Maintain library of model documents, templates, or other reusable knowledge assets;
• Take calls for a specified number of hours in order to keep one informed of the agents’ experiences.
• Document processes and identify areas for improvement;

·Adapt to change quickly, in a fast-paced environment; ·Prioritize and manage workflow

QUALIFICATIONS

Desired Experience and Skills ·Any Undergrad/ Grad / Post Grad ·Insurance Experience preferred ·Proficient in MS Office (Word, Excel & Outlook) ·High Attention to details

• Provide assessment feedback to the agents;
• Attend and manage calibrations with operations teams and the client;
• Conduct quality audits and provide feedback to managers;
• Hold regular meetings with team leaders and agents