- Monitor and evaluate inbound/outbound calls for quality and compliance.
- Provide feedback and coaching to enhance agent performance.
- Maintain quality reports and share actionable insights with the team.
- Collaborate with training and operations teams to improve customer experience.
Requirements:
- Minimum 12 years of experience in call quality/QA in a call center or telecalling setup.
- Excellent listening and communication skills.
- Solid analytical and feedback skills.