Roles and Responsibilities

• Regularly audit the calls and messaging conversations of the Tier 1 Agents.
• Perform two (2) quality audits per Agent per week .
• Analyze and report on any fluctuations / changes in how processes are followed or in Key or Critical Service Levels attainment.
• Provide key insights to Team Leader based on quality evaluations.
• Share quality audit report with Service Provider’s training department.
• Upon the Parties’ mutual agreement in writing, perform other duties and responsibilities as deemed appropriate.
• Conduct internal call\messaging calibration with quality, operations, Senior Agents, and Trainers.
• Participate in all Customer interaction calibration with client.
• Coach the Agents 1-1 on the quality audit performed and the observations.

Language Skills

• French at C1 level
• English at B2 level