Vacancy Description
Job Description
KEY RESPONSIBILITIES:
You will:
Track and maintain QC Score and Overall QC Compliance by reviewing call audits and compliance reports.
Monitor Kept PTP from Contacts to ensure promises made during calls are fulfilled.
Maintain After Call Work (ACW) below 10 seconds to optimize efficiency and reduce idle time.
Ensure Attendance Rate across the team.
Check Lost Call and take corrective actions to minimize call failures.
Monitor agent statuses (like, ACW/Post-processing, Idle time) and intervene when necessary to maintain productivity.
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