Performs call monitoring and delivers actionable insights, trend analysis, and performance reporting to site management and stakeholders.
Leverages quality monitoring systems to track, analyse, and report performance at both team and individual level, highlighting key trends, recurring issues, and outliers.
Conducts evaluations of calls and email interactions in line with QA standards, ensuring consistency and identifying improvement opportunities.
Identifies customer and vendor pain points through deep-dive analysis and translates findings into structured insights to support coaching, process improvement, and sales/service effectiveness.
Raises red flags on performance risks, compliance gaps, and systemic issues, ensuring timely escalation and mitigation.
Provides targeted feedback to commercial operations leaders, Team Leaders, and Managers to drive coaching interventions and performance uplift.
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