- Assist in evaluating, re-designing processes and service metrics, while analyzing results; in order to recommend constructive changes in the call Process.
- Monitor Agent’s compliance to technical Scripts quality, and patient-service standards and satisfaction.
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- Create Call scripts and scenarios to improve quality, minimize errors and track operation performance.
- Plays a key role in the planning, testing, and implementation of system enhancements and call conversion rates and AHT.
- Monitor and analyze agents' daily calls quality and ensure that proper steps were taken regarding completing the call objectives, documenting all required information and completing administrative tasks required.
- Perform regular random quality Control checks on agreed call sample size for each new/ old agent and Validate critical Issues.
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- Deliver above average satisfaction by providing superior quality at all levels of the business processes.
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- Identify opportunities to add value beyond taking the call to relevant business areas (e.g., sales, marketing, etc.)
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