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.