Role & responsibilities
High performance delivery on all quality parameters.
Call Auditing and Evaluation.
Conduct audits and feedback for all the agents with the objective of improving agents.
Giving 1on 1 feedback
Understand customer needs and requirements to develop effective quality control processes.
Performs monitoring and assessment of all interactions of the associates (Inbound /Outbound Calls)
Data analysis and creating designated reports/dashboards.
Prepare TNA, publish and execute for 100% closure.
Reduce the learning curve and help enhance product/process knowledge of recent team members.
Execute internal call listening/calibration sessions.
Maintain and sustain exceptional KPI performance.
Preferred candidate profile
Ok with Night Shift only.
Candidate Should have exp in Quality Role with International BPO.
06 Months to 5 Years of QA Exp is must.
Valuable Comm Skills Mandate.
Perks and perks
5 Days Working.
1.5 Paid Leave after Probation Period.