Job Responsibilities
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.
Robust analytical and problem-solving abilities.
Positive knowledge of QA metrics, CSAT, FCR, SLA, and compliance.
Proficiency in MS Excel and reporting.
Experience with CRM/ticketing tools is preferred.