Role & responsibilities
- Monitor and evaluate inbound customer service calls against defined quality parameters and compliance standards.
- Conduct regular audits and quality assessments to identify performance gaps and improvement opportunities.
- Ensure adherence to client requirements, company policies, and regulatory guidelines.
- Analyze quality trends and provide actionable insights to stakeholders.
- Prepare and publish quality scorecards, dashboards, and performance reports.
- Track key performance indicators (KPIs) such as CSAT, FCR, Quality Scores, Compliance Scores, AHT, and Customer Complaints.
- Perform root cause analysis for recurring quality issues and recommend corrective actions.
- Present insights and recommendations to management.
Preferred candidate profile Candidates interested to relocate Bangalore can apply
📌 Assistant Quality Manager (Bengaluru)
🏢 TP
📍 Bengaluru