- Monitor and evaluate inbound/outbound tech sales and support calls
- Audit calls for quality parameters, compliance, and soft skills
- Provide actionable feedback and coaching to agents
- Identify process gaps and improvement opportunities
- Ensure adherence to US client expectations and communication standards
- Prepare quality reports, scorecards, and performance analysis
- Work closely with training & operations teams for continuous improvement
Key Skills
- Call Monitoring & Auditing
- Quality Frameworks & Scorecards
- Communication & Coaching
- Customer Experience (CX) Improvement
- Data Analysis & Reporting
- Knowledge of US Accent & Process Standards
- Tools: Excel, CRM tools, QA tools (if any)