Job Responsibilities:
* Monitor calls/emails* and evaluate agents ' performance concerning the quality of service offered through all channels
* Compile and track performance at team and individual level
* Prepare and analyze internal and external quality reports for management review
* Hold calibrations and meetings with internal and external teams
* **Conduct presentation & business simulation with new hires
* Evaluate and validate customer feedback to identify key behaviors that drive and improve CSAT
* Give recommendations for process improvements based on the customer experience and feedback
* Provide KB and soft skills sessions
* Provide coaching and side-by-side monitoring for outliers
* Map the need for training and onboarding programs
Job Requirements:
* Minimum 6 months experience as quality coach
* Excellent verbal, written and interpersonal communication skills
* Excellent presentation skills
* Excellent coaching skills
* Excellent analytical skills
* Good knowledge of MS Office
* Intermediate English level*
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