Call monitoring of mediators to assess call and provide quality reports.
Assessment of performance & generating daily/weekly & monthly reports .
Liaise with clients’ for audit-monthly, quarter and yearly.
In charge of OSPAR (Outsourced Service Provider’s Audit Report) — yearly.
Evaluation Program To unveil any root cause of problems and provide actionable measure for improvement. Automation suggestions to improve process or performance. This program has to be documented for reference and subject to the MD’s approval.
Training & Coaching.
Quality training and procedures to new hires to understand the expectations of a quality call.
Monthly refresher to share on areas of improvements like what constitutes a quality call, sharing of effective & productive calls to improve negotiation skillset.
Follow annual training program for mediators that needs improvement.
Be informed of industry trends and how we could evolve quickly to improve our service level like maximising the diallers, fully automate the collection process, evaluation form, reporting etc.
Work closely with all the HODs to improve our service standards.