Job Description
Roles and Responsibilities
- Improve and Sustain the Transaction Quality of the Process
- Support Operations in innovative methods on improving the overall transaction quality & performance
- Perform assigned functions according to standardized policies and procedures.
Interaction with clients and head of operations
Desired Candidate Profile
- Responsible for improving and sustaining the transaction Quality of the Process.
- Recognize compliance or non-compliance with applicable policies and procedures
- Provide detailed, clear and professional performance feedback
- Maintain required productivity on a daily basis
- Maintain internal quality calibration levels at required variance
- Maintain an acceptable level of data entry accuracy
- Use correct terminology when providing feedback
- Apply analytical and problem solving skills
- Support Operations in innovative methods on improving the overall call quality score
- Daily reporting and documentation
- Internal process audits