Monitor calls and online chat, evaluate (the agent and team level) performance concerning the quality of service offered through all channels. Providing coaching and developing plans (Quality tips session, refreshment knowledge base session, soft skills session)  for learning and skills development.Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIsDevelop daily, weekly and monthly evaluations and reported them to the management. Enabling regulatory compliance.Providing customer insight that is used elsewhere within the company. Driving customer experience improvements. 

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