Job Summary

Evaluate & audit conversations / transactions on behalf of assigned client process(es) as per pre-defined guidelines ensuring zero / minimal quality variance while maintaining productivity parameters. Quality consultant is expected to evaluate and audit telephone, email and chat communication / transaction and provide detailed feedback via an evaluation tool to the customer.

What Youll Do:
Consistently ensure that quality variance is well below threshold and internal quality scores are exemplary
Write feedback, if applicable, to enthuse performance development at an agent level and per client instructions
Regularly participate in client / internal calibration calls to ensure consistency of scoring & knowledge
Meet and exceed daily volume and productivity targets
Successfully transparent the client specific training and ensure all subsequent updates are well understood & implemented
Participate in various internal/external training programs to continuously hone required skills and knowledge base.




Abide by all HR policies and processes including but not limited to code of conduct, attendance, and floor discipline.

Requirements
Graduate or pursuing Graduation
At least 6months experience in International call centre process as CSA/CSR/CSE
If not international, at least 1 year call centre process as CSA/CSR/CSE in domestic process
Open to work in 24x7 shift, especially Night/US shift

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📌 Quality Analyst Jaipur
🏢 Bill Gosling
📍 Jaipur