- Conduct call audits to ensure quality standards are met.
- Perform call calibration exercises with team members to maintain consistency in evaluation criteria.
- Monitor calls for quality assurance purposes, providing feedback to agents on performance gaps.
- Participate in quality checks to identify areas of improvement for training programs.
- Collaborate with the team to develop and implement effective quality control processes.
Desired Candidate Profile
- 6-8 years of experience as a Quality Analyst or similar role.
- Solid knowledge of BPO industry practices and regulations.
- Excellent communication skills (verbal written) with ability to provide constructive feedback.
Key Skills
- Call Audit
- Call Monitoring
- Design Training
- Calibration
- Performance Gap
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.