Listened to calls either recorded, live or side-by-side while communicating feedback. Identified executives behavior failing to meet predefined standards and identified the problem.
Surprise visits to field monitoring the them. Crosschecking with the customers about payment they made to avoid fraudulent activities.
Implemented agent training and coaching initiatives.
Understood the priority of the organization and evaluated executives behaviors for regulatory compliance and adherence to policy.
Preparing weekly report with regards to executives field activities and the same will be discussed with the reporting manager.
Provided customer feedback and internal compliance feedback to management.
