4 - 9 years

4 - 6 Lacs

Posted:6 hours ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Roles and Responsibilities

  • Conduct quality audits, analysis, monitoring, and tools to ensure adherence to quality standards.
  • Perform call calibration, feedback sessions, KPI tracking, AHT management, CSAT calculation, and KRA/KPI reporting.
  • Identify areas for improvement through quality tools such as 7QC and implement corrective actions.
  • Collaborate with team members to maintain high-quality service delivery.

Desired Candidate Profile

  • 4-9 years of experience in BPO industry with expertise in Quality Management.
  • Bachelor's degree (B.Tech/B.E.) in Any Specialization.
  • Strong understanding of Quality Management principles and practices.
  • Proficiency in using various Quality Tools like Call Audit, Call Calibration, Call Monitoring etc.

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