- Monitor and evaluate chat interactions for quality and compliance.
- Conduct quality audits and provide actionable feedback to agents.
- Identify performance gaps and recommend process improvements.
- Prepare quality reports and maintain QA documentation.
- Conduct calibration sessions with Operations and Training teams.
- Ensure adherence to client guidelines, SOPs, and SLAs.
- Support coaching sessions to improve agent performance.
Required Skills
- 4+ years of QA experience in an International BPO.
- Minimum 2 years of experience in an International Chat Process.
- Excellent written English and communication skills.
- Strong analytical and problem-solving abilities.
- Good knowledge of QA metrics, CSAT, FCR, SLA, and compliance.
- Proficiency in MS Excel and reporting.
- Experience with CRM/ticketing tools is preferred.