- Monitor and evaluate inbound and outbound customer calls to ensure adherence to company standards and compliance guidelines.
- Identify gaps in call handling, process adherence, and customer service delivery to improve overall quality.
- Provide structured and constructive feedback to agents to enhance performance and service levels.
- Generate detailed quality reports and insights to support operational improvements.
- Work closely with team leaders and quality teams to implement corrective actions and quality-enhancement initiatives.
- Support continuous improvement efforts by analyzing trends and recommending process optimizations.
- Ensure customer experience is consistently improved through data-backed quality assessments.
📌 Quality Analyst (Mumbai)
🏢 Fatakpay Digital
📍 Mumbai
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