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Job Summary: Monitor operators in real time, conduct call listening, record information, participate in training sessions, and propose engagement and quality initiatives. Key Highlights: 1. Real-time operator monitoring and feedback 2. Call analysis and identification of improvements 3. Team development support and performance improvement – Monitor operators’ activities in real time and provide immediate feedback; – Conduct call listening to ensure compliance with guidelines and identify improvement opportunities; – Record information and support management with data and reports; – Participate in calibration sessions, training, and development initiatives; – Support operators’ growth and performance improvement; – Propose initiatives and campaigns to enhance team engagement and quality.
