Key Responsibilities
- Monitor and evaluate customer interactions, including calls, chats, and emails, as per defined quality parameters.
- Conduct regular quality audits and provide accurate feedback to operations teams.
- Identify process gaps, quality issues, and areas for improvement.
- Prepare and maintain quality reports and performance dashboards.
- Conduct calibration sessions with the operations and QA teams.
- Provide constructive feedback and coaching to agents to improve performance.
- Ensure compliance with process guidelines, company policies, and quality standards.
- Track quality trends and recommend corrective and preventive actions.
- Work closely with Team Leaders and Operations Managers to improve overall process performance.
📌 QA Professional (Noida)
🏢 Kriyalogic Technologies
📍 Noida
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