Key Responsibilities: • Monitor live and recorded inbound/outbound calls, emails, and chats to evaluate agent performance against company standards. • Score interactions based on predefined QA scorecards and provide constructive feedback to agents. • Identify patterns and root causes of recurring issues to improve quality and efficiency. • Provide coaching and guidance to agents for skill and performance development. • Coordinate with Team Leads and Training teams to align QA findings with training needs. • Prepare and analyse QA reports, highlight trends, and recommend improvements to processes or scripts. • Ensure compliance with regulatory and internal policies in all customer interactions. • Assist in updating QA scorecards, evaluation forms, and SOPs based on evolving business needs. • Contribute to strategic projects to enhance customer experience and service quality.
- The Call Center Digital Team Supervisor leads and manages a team of digital-channel agents - Ensuring efficient and high-quality customer support across channels (voice, chat, email, social media, etc.) - Responsible for daily operations, team performance, training, coaching, escalations, and reporting — with the goal of achieving service quality, customer satisfaction, and operational efficiency - Must be able to support a 24/7 operational environment , including rotating shifts.
Handle inbound and outbound customer calls professionally and courteously • Respond to customer inquiries regarding products, services, policies and procedures • Resolve customer complaints and provide appropriate solutions within established service standards • Maintain accurate records of customer interactions in the system • Meet daily productivity, quality and performance targets • Follow call handling procedures and compliance requirements • Participate in training sessions and team meetings as required For Digital Channel • Respond to customer inquiries through digital channels, including email, live chat, social media, messaging applications and web platforms • Provide accurate and timely information while maintaining professional written communication • Handle customer complaints and service request through digital platforms • Monitor and manage assigned customer cases until resolution • Ensure response time and quality standards are achieved • Support customer engagement and enhance customer satisfaction through digital channels