Job Description Monitor and Evaluate Performance: Conduct regular audits and reporting to assess the performance of Level 2 agents, validate BPO QA audits, and track progress against quality benchmarks. Drive Service Quality Improvements: Analyse quality errors, identify trends, and implement actionable plans to boost service standards and CSAT scores, while collaborating with internal and external stakeholders for consistent quality delivery. Manage Escalations & Stakeholder Communication: Handle complex L2 escalations and inquiries, ensuring timely updates and resolutions through effective coordination between agents and cross-functional teams. Coach & Develop Agents: Lead refresher trainings, targeted 1-on-1 coaching sessions, and develop performance assessments to address improvement areas and upskill underperforming agents. Maintain Knowledge Tools & SOPs: Create and update agent macros, templates, and SOPs in collaboration with the Chatbot and BPO teams, supporting the implementation of tools like SOP Assistant (SOPA) to reduce AHT and streamline case handling. Requirements Ability to work independently and as part of a team in a fast-paced environment. Attention to Detail: High level of accuracy and attention to detail in all aspects of work. Quality & CSAT Improvement Focus: Solid understanding of service quality standards with a proven ability to drive initiatives that enhance CSAT and overall customer experience. Effective Communication & Coaching Skills: Strong interpersonal and communication abilities, especially in delivering constructive feedback, conducting coaching sessions, and engaging with stakeholders. Escalation & Stakeholder Management: Skilled in handling complex escalations and collaborating with cross-functional teams to ensure timely and effective resolutions. Tools & Process Familiarity: Experienced with QA dashboards, macros/templates management, chatbot systems - with prior exposure to BPO or customer service environments being an added advantage. Show more Show less