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Ensuring the required number of audits and sampling is completed on a weekly/monthly basis.
Assist management with collating data daily for reporting purposes
Identify and following up on unresolved cases.
Ensure calibrations are completed weekly to identify consistency within the quality team.
Identify discrepancies and non-adherence to QA standards, company policies, processes and procedures.
Identify any risk or improvement opportunities and provide comprehensive feedback to leaders and managers through the evaluation process.
Ensure performance is kept to a really high standard at all times.
Adopt a "role model" stance for agents at all times.
Be a champion of continuous improvement by providing (a) timely recognition of issues & risks, (b) communicating/surfacing those issues & risks to the relevant stakeholders, (c) playing a role in how those risks & issues will be monitored going forward and (d) playing a role in ensuring the right solutions are applied.

Currently on a succession plan handling the following tasks:
Manage, track and co-ordinate agent activities to achieve agreed targets.
Manage the flow of day-to-day operations.
Scheduling resources to meet customer service delivery requirements & SLA.
Analysis on stats and effective processes in order to make recommendations & drive process improvements.
Motivate customer operations team members to perform at their best.
Resolve escalated complaints, issues & problems and feed into root cause analysis to ensure continuous improvements.
Gather and provide feedback into various business units.
Encourage harmony by creating a positive working environment where recognition takes place.
Address breaches of policy & process with team members to ensure it gets resolved.
Prepare and deliver a monthly root cause analysis reporting and recommendation of quality issues.

I was on a remediation project and my job function daily were drafting letters, uploading it with our external mailing company, assisting customers that was affected by the remediation and taking escalation calls when managers not available.
My job function was to assist clients handling their outstanding debt.
Email Correspondence with existing customers solving queries on their accounts.
Setting up appointments and arrangements on payment plans to pay off debt.
Negotiating suitable settlement amounts to clear client's debt and to get their credit file updated.
Following strict data protection and compiling with UK laws.
Planning call-back clients to monitor their payment arrangements.
Working towards monthly targets.
I also completed admin tasks whereby I collated weekly team reports for the remediation project and monitored our team's attendance register.
Monthly, I collated our teams KPI for their monthly incentives.
I attended to escalated complaints, issues & problems and feed into root cause analysis to ensure continuous improvements regarding the remediation project.
I managed the flow of day-to-day operations, e.g., delegating the work load in the team.
Monthly, I collated our teams KPI for their monthly incentives.
I attended to escalated complaints, issues & problems and feed into root cause analysis to ensure continuous improvements regarding the remediation project.