Role & responsibilities
- Interaction Auditing: Monitor and evaluate a set quota of inbound calls, emails, or chat transcripts per agent based on predefined quality scorecards.
- Agent Coaching: Provide constructive, one-on-one feedback to agents, identifying root causes for errors and creating action plans for performance enhancement.
- Calibration Sessions: Partner with operations, team leaders, and training teams to align on scoring standards and reduce evaluation discrepancies.
- Reporting & Analytics: Prepare daily, weekly, and monthly quality reports, tracking key metrics like CSAT, FCR (First Call Resolution), and AHT (Average Handling Time).
- Process Compliance: Ensure adherence to client guidelines, security regulations, and standard operating procedures (SOPs).

Preferred candidate profile

Candidate must have overall 4 year of exp (out of which 2 yr as QA on paper).

Graduation is must, Execellent communication skills are preffered.

Location:- Noida Sec -58

Intersted candidate can share their cv at [email protected]

Thanks,

📌 Quality Analyst || BPO || Noida
🏢 Digitide Solutions
📍 Noida