A1 to A2

- Average PMI (last 6 months)/PMS rating 3 and above
- Min 1 year in current role
- No Warning Letter issued in the past 3 months
- Mandatory E-learning courses certified wherever applicable

Responsibilities

- Responsibilities
- To monitor and evaluate the performance of the CCEs and suggest their improvement areas
- To provide feedbacks to the CCEs based on the internal / external audits to improve the CCEs performance on the call and to identify training needs.
- To take part in calibrations with the client, OPS, Training and help to resolve the disputes.
- To ensure the process is meeting Client KPIs such as CSAT and Quality scores
- To conduct Quality sessions to share areas of improvements based on the feedback of audits.




- Mock call and OJT certification of New Hire Batches
- Ensure higher Client satisfaction scores
- Identification of root causes and preparing Corrective actions
- To give inputs to the CCEs on their improvement areas

- Key Deliverables
- Call audits as per plan, achieving quality levels as per KPI standards

Qualifications

- Communication skills were average, whereas the support role requires solid communication skills.
- The candidate was not familiar with the key Quality KRAs.
- The candidate was unable to answer the scenario-based questions satisfactorily.

📌 Quality Executive (Pune)
🏢 Digitide Solutions
📍 Pune