- • Evaluate Interactions: Review and score a sample of customer service calls, chats, and emails based on established scorecards and quality standards.
- Deliver Constructive Feedback: Hold regular one-on-one coaching sessions with agents to review evaluations and highlight areas for growth.
- Analyze Metrics & KPIs: Track key performance indicators (KPIs) like CSAT (Customer Satisfaction), First Response Time (FRT), and Internal Quality Score (IQS) to see how quality impacts overall business goals.
- Participate in Calibration Sessions: Meet with team leads and managers regularly to align evaluation standards and ensure scoring consistency across reviewers.
- Identify Training Needs: Spot recurring customer pain points or agent knowledge gaps, then collaborate with onboarding teams to update Standard Operating Procedures (SOPs) and training materials.
- Reporting: Compile monthly and weekly quality performance reports for supervisors and leadership.

Pay: ₹18,455.00 - ₹1,490,000.00 per month

Advantages

- Provident Fund

Work Location: In person

📌 Quality Service (Chennai)
🏢 Golden Bit Technologies
📍 Chennai