As part of our continued growth, Neo Group is recruiting on behalf of one of our local partners, leveraging our network of 1,400 talented professionals across 10+ countries. Together, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace.
We are on the lookout for a Monitoring Specialist to join our VIP Department.
Responsibilities:
- Monitor the performance and activities of support specialists in real time.
- Conduct internal audits and checks of employee actions within internal systems.
- Monitor employee attendance, working hours, and shift compliance.
- Ensure full compliance with internal regulations, procedures, and company policies.
- Monitor and control bonus issuance to detect and prevent violations or abuse.
- Perform real-time quality control of responses provided to clients (chat, email, tickets).
- Identify violations, deviations, and misconduct, and escalate them to management.
- Collect and prepare reports across required operational areas of the department.
- Prepare regular reports on monitoring results, violations, and performance indicators.
