- Monitor and audit customer calls as per defined quality parameters and SOPs.
- Evaluate calls based on communication, call handling, process adherence, compliance, and customer handling.
- Identify errors, gaps, and areas for improvement in agent performance.
- Provide constructive feedback and coaching to agents.
- Prepare and maintain daily/weekly/monthly quality reports.
- Maintain QA scorecards and ensure accurate scoring of calls.
- Identify recurring issues and share observations with the Operations/Training team.
- Conduct calibration sessions with the operations team when required.
- Ensure agents follow company policies, scripts, and compliance guidelines.
- Track improvement in agent performance after feedback.
- Handle quality-related escalations and support process improvement initiatives.
Required Skills
- Excellent verbal and written communication skills.
- Strong listening and analytical skills.
- Positive attention to detail.
- Knowledge of call monitoring and quality parameters.
- Good understanding of MS Excel and reporting.
- Ability to provide professional and constructive feedback.
- Good problem-solving and decision-making skills.
- Ability to work under targets and deadlines.
Qualification
- Graduate in any discipline.
- Experience in Call Quality/Quality Analyst/Customer Support/Voice Process will be preferred.