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 prospects.
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