Responsible for monitoring and evaluating customer interactions to ensure adherence to process, quality standards, compliance, and customer experience parameters.
Key Responsibilities:
- Monitor and audit customer calls as per the defined quality parameters and scorecards.
- Identify quality gaps, process deviations, and areas of improvement.
- Provide constructive feedback and coaching to agents to improve performance.
- Conduct regular calibrations with the team to maintain consistent quality standards.
- Prepare and maintain quality reports, MIS, and performance dashboards.
- Perform Root Cause Analysis (RCA) for recurring quality issues.
- Coordinate with Operations and Training teams for process improvement initiatives.
- Ensure adherence to company policies, process guidelines, and compliance requirements.
- Track quality trends and share actionable insights with management.
- Support continuous improvement initiatives to enhance customer experience and overall process performance.