Handle transactional quality process of ** quality analysts performing remote monitoring for US based client.
Monitor 35-40 B2C / B2B collection calls on daily basis.
Maintain predesigned SLA for client on monthly basis.
Generate daily, weekly and monthly report on performance of quality analysts.
Share individual goals with the team beginning of the month.
Review individual performance at end of the month.
Create monthly deck which is shared with all stakeholders internal and external.
Lead client and internal calibration sessions fortnightly.
Share MoM of calibration calls and meetings with client.
Handle attrition and leaves of the team.
Train new hires on the process and bring them up the learning curve.