Responsibilities:

• ·       This will include audit of inbound calls, outbound calls, back office transaction audits, website, IVR etc.

  ·       Client relationship and expectation management for each project.

  ·       Will be responsible for creating project execution plan and its implementation as defined in scope by the clients.

  ·       Collating and analyzing performance data and charts against defined parameters.

  ·       Conduct periodic calibrations, both for Internal and external customers.

  ·       Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.

  ·       Will be responsible to manage the team

  ·       Coaching & mentoring of team to ensure the smooth functioning of process

  ·       Review the performance of each team member