- Conduct Quality audits and share feedback with agents
- Conduct compliance and Quality checks and ensure timely reporting
- Drive continuous improvement - make recommendations and drive improvement
- Data analysis and creation of designated reports/presentations
- Strengthen Quality management processes / framework to improve quality delivery
- Ensure data management for all deliverables and be accessible without any delay
- Client Escalation Management
- Participate in internal & external calibrations to ensure consistent scoring & feedback delivery approach
Desired Skills:
- Understanding of the Audit/mining & Coaching process
- Valuable verbal and written communication skills
- Hands on experience of Excel , power point presentations and Reporting knowledge
- Flexible to work in Shifts: 24/7 Environment
- Ability to work under pressure and in strict timelines
- Exposure to banking background is mandate