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
• Conduct thorough quality assessments of customer interactions, including calls, chats, and emails.
• Identify trends, patterns, and areas of improvement through data analysis and reporting.
• Provide constructive feedback to team members to enhance their performance and skills.
• Collaborate with the management team to develop and implement quality improvement initiatives.
• Ensure compliance with industry standards and regulations, maintaining a high level of professionalism.
• Monitor and evaluate team performance metrics, providing insights and recommendations for optimization.
• Conduct regular audits and quality checks to maintain consistency and accuracy.
• Stay updated with industry best practices and trends, suggesting cutting-edge solutions.
• Train and mentor current team members on quality standards and expectations.
Qualifications
Monitor and evaluate calls, emails, or process transactions.
Conduct quality audits and compliance checks.
Provide feedback and coaching to agents and Team Leaders.
Identify trends, root causes, and improvement prospects.
Prepare quality reports and performance dashboards.
Ensure adherence to client requirements and internal policies.
Support calibration sessions and quality improvement initiatives.
Drive customer experience and process excellence.