Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.

- Documents quality issues and performance measures for management review
- Provides information to assist in the feedback and formal education process of individuals on the phone
- Positions on this level are fully proficient in executing established standards
- Works independently within set frames and follows set course
- Has a knowledge base typically acquired from a qualified/university degree and approximately 1-2 years of practical professional experience in a particular area
- Develops own knowledge, shares best practice and develops relevant/appropriate solutions
- Positions at this level are expected to continuously improve the day-to-day activities/processes
- Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives

📌 Quality Analyst (Gurugram)
🏢 TP
📍 Gurugram