Welcome Call Quality Team Leader

Welcome Call Team Leader:

Quality Team Leader primary responsibility is to assess agent performance to ensure that they are adhering to established SOP and creating a positive customer experience on each call.

• Listen to Live calls - unplanned & scheduled.
• Conduct role-play sessions with call agents.
• Review CC agents and Team Leaser ensure adherence to established processes.
• Responsible for establishing a daily meeting with the call center to provide feedback on agent performance.
• Responsible for delivering a daily, weekly report on trends, insights, and action plans.
• Responsible for publishing Weekly, monthly agent performance reports.

Key Requirements:

• Graduate in any discipline.
• 3 years in Call Quality check
• Supervisory experience as a Team Leader
• Knowledge of Welcome call processes
• Good knowledge of Microsoft Excel