· Responsible for monitoring of calls/transcripts at a sample basis and provide real-time feedback to the inbound agents/pharmacists.
· Improve quality scores of the agents aligned by providing required refresher trainings/visibility to defects.
· Design and deliver modules for refresher training on overall quality improvement
· Provide weekly reports and performance inputs to the Management and work closely with operation managers to further improve the process quality.
· Drive projects related to Quality improvement for the overall process.