Role & responsibilities
- Monitor and evaluate customer interactions (calls, emails, chats, and tickets) to ensure adherence to quality standards and processes.
- Conduct regular quality audits and score customer support representatives based on predefined evaluation criteria.
- Provide constructive feedback and coaching recommendations to improve agent performance.
- Identify trends, process gaps, and recurring customer issues through quality monitoring.
- Prepare quality reports, scorecards, and performance dashboards for management review.
- Collaborate with Team Leaders, Trainers, and Operations teams to drive continuous improvement initiatives.
- Ensure compliance with company policies, customer service guidelines, and regulatory requirements.
- Analyze customer complaints and escalation cases to identify root causes and recommend corrective actions.
- Participate in calibration sessions to maintain scoring consistency and quality standards.
- Support training and development programs by identifying knowledge and skill gaps.

Preferred candidate profile

Relocation candidates can also apply

📌 Assistant Quality Manager (Hyderabad)
🏢 TP
📍 Hyderabad