1. Training and Employee Development

• Conduct induction and orientation training for newly recruited customer service and technical support employees.
• Provide training on ISP products, internet packages, billing processes, CRM systems, complaint management, and troubleshooting procedures.
• Develop training materials, presentations, assessments, process guidelines, and standard operating procedures.
• Arrange refresher training based on quality monitoring results, operational changes, and employee performance gaps.
• Conduct pre-training and post-training assessments to measure learning effectiveness.
• Provide coaching and practical guidance to employees who require performance improvement.
• Maintain employee training records, attendance sheets, assessment results, and training reports.
• Coordinate with technical, network, sales, billing, and customer service departments to ensure training materials remain accurate and updated.

2. Quality Assurance

• Monitor and evaluate customer calls, emails, tickets, chats, and other service interactions.
• Assess employee performance based on communication skills, technical accuracy, problem-solving ability, professionalism, and compliance with company procedures.
• Prepare quality assurance scorecards and provide constructive feedback to employees and supervisors.
• Identify repeated service errors, knowledge gaps, process failures, and customer experience issues.
• Conduct calibration sessions with team leaders and management to maintain consistent quality evaluation standards.
• Monitor adherence to scripts, escalation procedures, data privacy requirements, and service-level agreements.
• Recommend corrective actions, coaching plans, and process improvements based on quality findings.
• Track customer complaints and analyze their root causes to prevent repeated issues.

3. Data Analysis and Reporting

• Collect, organize, and analyze service center performance data.
• Prepare daily, weekly, and monthly operational reports for management.
• Monitor key performance indicators, including:
• Call volume and ticket volume
• Average handling time
• First-call resolution
• Customer satisfaction
• Call abandonment rate
• Response and resolution time
• Repeat complaint rate
• Escalation rate
• Quality assurance score
• Agent productivity
• Training effectiveness
• Develop dashboards, charts, and performance summaries using Microsoft Excel, Google Sheets, Power BI, or similar tools.