n
- Location: Mohali – A-40
n
- Process: International Quick E-Commerce | Chat Process
n
- Working Days: 5 Days
n
- Week Offs: 2 Days
n
- Shifts: Rotational
n
n
n
Key Responsibilities:
n
n
n
- Drive quality standards and ensure consistent process adherence
n
- Monitor and improve Quality, CSAT, Compliance & Customer Experience metrics
n
- Conduct regular quality audits and identify improvement opportunities
n
- Lead calibration sessions and provide actionable feedback
n
- Coach and mentor quality analysts to enhance performance
n
- Identify process gaps and implement effective corrective action plans
n
- Partner with Operations and Training teams to drive continuous improvement
n
- Prepare and present quality performance reports and insights to stakeholders
n
n
n
What We’re Looking For:
n
n
n
- Relevant experience in International BPO / E-Commerce / Chat Process
n
- Solid experience in Quality Assurance / Quality Management
n
- Excellent analytical, communication, and stakeholder-management skills
n
- Strong understanding of quality frameworks, audits, and process compliance
n
- Proven ability to coach teams and drive performance improvement
n
- Comfortable working in rotational shifts
n