Job Purpose
Evaluate and monitor the quality of calls, chat, and Transaction audit for contact Centre staff while providing feedback and coaching for improvement.

Job Purpose
Evaluate and monitor the quality of calls, chat, and Transaction audit for contact Centre staff while providing feedback and coaching for improvement.
Job Accountabilities

• Responsible for call monitoring, coaching, and feedback to Contact Centre Agents to ensure adherence to the defined customer experience standards
• Monitor adherence to mandatory scripts, disclosures, and process steps, highlighting any compliance risks and ensuring corrective actions are communicated and tracked.
• Maintain accurate records of monitored interactions in designated QA trackers/folders and ensure supporting evidence is available for audit/review.
• Conduct transaction audits by listening to calls or report checking for calls, chat...