Eva Puka

Acting as focal point for team in matters of scheduling, coordination, availability, or other matters as necessary. Ensuring all contracted support is accomplished in a timely manner, preparing reports and quality indicators as neccessary. Coordinating cross trainings between members of the team. Taking an active part in the Quality Assesments of agents’ performance and organizing refreshment trainings based on the training needs indicators.

Held trainings for new delegates on Barclays Bank specific applications and tools. Worked out the training plan and created all training material. Systematizated and updated Barclays Knowledge database. Performed refreshment and soft skill trainings for the team members and cooperated with the Quality SME in measuring agents performance.

Portuguese and Russian Language and Literature