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.