Manali Debnath

Monitoring Calls and Interactions: Listening to recorded calls or live interactions between customer service representatives and customers to assess quality and adherence to company standards.
Quality Assurance: Evaluating the quality of customer interactions based on predefined criteria such as accuracy, professionalism, empathy, and adherence to scripts or guidelines.
Feedback and Coaching: Providing constructive feedback to customer service representatives based on evaluations, highlighting areas of strength and opportunities for improvement. This may involve one-on-one coaching sessions or group training.
Data Analysis: Analyzing data collected from quality evaluations to identify trends, recurring issues, or areas where additional training is needed.
Reporting: Compiling and preparing reports on quality metrics and performance indicators for management, highlighting key findings and recommendations for improvement.
Process Improvement: Collaborating with management and training teams to develop and refine customer service processes and procedures to enhance overall service quality and efficiency.
Compliance Monitoring: Ensuring that customer service representatives comply with legal and regulatory requirements, as well as company policies and procedures.
Customer Satisfaction: Monitoring customer satisfaction metrics derived from interactions and using this feedback to drive improvements in service delivery.
Documentation: Maintaining detailed records of evaluations, feedback, and performance metrics for reference and reporting purposes.
Training and Development: Assisting in the development and delivery of training programs for customer service representatives to improve their skills and knowledge.

 Responsible for being available within call and chat queues as required by the department to respond to customer requests/incidents. Monitoring, managing, and documenting all actions and solutions into a CRM ticketing system.  Resolving or directing issue to the correct staff member for resolution, including escalation to tier
2 Troubleshooting to resolve tech issues.  Responsible for resolving problems, improving operations and member support.  Responsible for analyzing agent’s calls for quality, compliance & ethics implementation.

Responsible for being available within call, email and chat queues as required by the department to respond to customer complaints.  Monitoring, managing, and documenting all actions and solutions into a CRM ticketing system.  Keeping the operations in data driven records to measure or analyze the engagement with the customers.

Handling passenger's queries on day-to-day operations.  planning, monitoring, and controlling airline flight operations.  Responsible for complying with regulatory requirements and making each flight execution flawless and on-time.