Quality Analyst, Cbs
7 months ago
**Calls Monitoring**
- Conduct quality monitoring of sales calls as scheduled
- Validate the sales calls in accordance to scripts and check lists to ensure adherence Update and complete the scoring sheets and all report templates accordingly
**Calls Calibration**
- Participate in Call Calibration of quality monitoring standards with all team leaders and agents
- Share gaps observations and results Provide feedback and suggestions on improvement opportunities
**Complaints/Disputes Validation**
Support the investigation of complaints/disputes that are raised both internally or externally
**Reporting & Administration**
- Prepare and submit Scoring Sheets and all relevant Reporting Templates on timely manner Prepare ad-hoc reports as and when required by management
**Other Tasks**
Your Manager may require you to perform additional tasks as and when required
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