499 Call Quality Jobs - Page 8

Hiring: Quality Analyst Voice Process || Healthcare Project Location: Mohali Experience: Minimum 2 Years (QA in International Voice Process, Healthcare domain preferred) Salary: Up to 6 LPA Shift: Likely Night Shift (as per International KPO norms) Key Responsibilities: Monitor and evaluate voice calls to ensure adherence to quality standards and compliance. Provide constructive feedback and coaching to agents to enhance their performance. Prepare detailed QA reports and assist in process improvement initiatives. Collaborate closely with training and operations teams to uphold service excellence. Requirements: Minimum 2+ years of experience Quality Analyst in an International Voice Process -Healthcare Prior experience in the Healthcare domain is mandatory. Excellent communication, auditing, and analytical skills. Familiarity with BPO QA tools and call calibration best practices. Note: This position requires working from the Mohali office; remote work is not available. share your resume at mansi.sharma@manpower.co.in

Your Role Perform internal system audits and risk assessments of in scope Sarbanes-Oxley (SOX) applications. Coordinating and facilitating internal & external audits; following up on audit issues responses, action plans & remediation. Focusing primary on Testing ITACs and ITGCs and identifying the deficiencies if there are any by testing the controls implemented by the management. Basic Knowledge of industry standards and industry frameworks (e.g., COBIT) and possess. Work directly with Control and Process Owners to ensure understanding and knowledge of SOX process and procedures to fill audit requests. Identifying the risk to organization while engaging vendors to assist in the development, management, access management, transmission and/or storage of organization information assets. Facilitated trainings to the new staff on various ITGC concepts. Handling the Walkthrough calls. Your Profile SOX ITGC Internal Audit External Audit

Key Responsibilities: Review and manage the daily meeting pipeline and ensure all client meetings are assigned to the correct Outside Sales (OS) representatives. Monitor schedules and workloads to balance meeting distribution among OS team members. Coordinate with the city and operations teams to resolve scheduling conflicts or discrepancies promptly. Track meeting outcomes and maintain accurate records of scheduled, completed, and rescheduled meetings. Provide daily and weekly reports on meeting assignments, attendance, and performance metrics. Communicate changes, feedback, or scheduling issues to the relevant team members in a timely manner. Continuously optimize scheduling processes to improve OS team efficiency and client coverage. Ensure compliance with internal policies regarding scheduling, client communication, and data entry. Requirements: Previous experience in scheduling, sales coordination, or administrative support (preferably in a field sales or operations environment). Strong organizational and time-management skills with the ability to multitask effectively. Proficiency in scheduling and CRM tools (e.g., Salesforce, HubSpot, Google Calendar, MS Outlook). Excellent communication skills to coordinate with multiple teams and stakeholders. Analytical mindset with attention to detail and a proactive approach to problem-solving. Ability to work in a fast-paced environment and manage tight deadlines.

Urgent Hiring for Call Auditor for Job Hai II Infoedge II Noida Location Title: Auditor Required Educational Qualification: Any Graduate or Postgraduate Desired Experience: 2 - 6 years Job Description: Ensures compliance with established internal control procedures by examining records, reports, operating practices, and documentation. Should have a critical eye, honesty and Integrity. Hold onto values in the face of resistance. Required Skills: Excellent communication both verbal and written Documentation and calling skills Desired Skills: Call and Documents Auditing Data management and analytic

Handle lead generation, client calls, property detailing, and appointment scheduling. Ideal for candidates with 1 to 3 years of tele-calling experience, strong communication skills, & basic real estate knowledge. Fluency in Hindi/English preferred. Sales incentives Leave encashment Mobile bill reimbursements

Monitoring and evaluating inbound and outbound calls and emails according to the criteria set by the supplier in accordance with Client requirement. Documenting quality issues and performance measure for management review and providing information to assist in agent feedback and formal education processes and, Sharing results with Team Leads (and Operations Leader, if appropriate) to help provide individualized feedback to agents Provide Quality evaluation report to Client & track actions taken for improvement Perform transactional audit through recorded calls, remote or SBS, internal error checking, data scrubbings, calibration and Quality certification process. Qualifications: - Graduate/Post Graduate (Exception Needed if experience is more than 2years as QA) Proficiency in Microsoft Office packages (Word, Outlook, Excel); Excellent interpersonal and communication skills; High attention to detail and accuracy. The ability to: Analyze, validate and interpret data/reports; Multi-task, work under pressure and cope with high volumes of work; Cope with pressures and setbacks; Document problems and assist in their resolution; Document processes and identify areas for improvement; Adapt to change quickly, in a fast-paced environment; Prioritize and manage workflow Additional Points: - Open to Travel Having a Valid Passport

Total 6 Yrs exp out of this 2 yrs exp as a Assistant Manager Quality Call Callibration CSAT Manage Team of QA Count of Audit Quality Score Work from Office-Kolkata only not for Delhi/NCR...Apply those who can relocate in Kolkata Required Candidate profile Work from Office-Kolkata only not for Delhi/NCR...Apply those who can relocate in Kolkata Call or Whatspp cv Sri 8851792136 Neha 8287267407

Requirements:- Must have knowledge of Auditing Calls. Must know about 7QC tools Must be working as Quality Analyst for atleast 1 Year. Hiring for Malayalam and English Language 6 days working and 1 rotational off Shift timings: 10 AM to 7PM. Office Address:- Sector 44, Gurugram.

Hiring for Quality analyst. International voice Quality Experience only. Looking for Immediate joiners to 30days. Role & responsibilities Monitor and evaluate international voice calls to ensure adherence to quality standards. Provide constructive feedback and coaching to agents to improve call handling and customer experience. Analyze call trends and prepare quality reports for internal and client review. Collaborate with operations and training teams to implement quality improvement initiatives. Ensure compliance with client-specific guidelines, SLAs, and regulatory requirements. Participate in calibration sessions with clients and internal stakeholders. Preferred candidate profile Graduate in any discipline. 2-4 years of experience as a QA in an international voice process (US/UK/Australian preferred). Strong communication skills with a neutral or global accent. Proficient in QA tools, call auditing, and MS Excel. Knowledge of quality frameworks like Six Sigma. Willingness to work in rotational shifts and weekends. Skill: Quality tools and good communication. Shifts :24/7, 5days working location : Malad Interested candidates can share their CVS to Tripti-6001395054 (Whatsapp Only)

Credit Portfolio Oversight: Assume responsibility for the continuous monitoring and management of Cleantech Division's diverse credit portfolio. Implement a systematic approach to assess the overall health and performance of individual exposures within the portfolio. Undertake in-depth and ongoing analyses of business performance, meticulously comparing actual outcomes against initial projections. Engage with business/client teams to address discrepancies, formulate corrective action plans, and enhance overall performance. Stakeholder Engagement: Establish and maintain robust channels of communication with clients and strategic partners. Serve as a bridge between the credit team and client teams to facilitate the seamless flow of information, promptly address concerns, and foster collaboration. Reporting and Analysis: Generate regular and comprehensive reports that provide a detailed view of portfolio performance, risk profiles, and emerging trends. Offer incisive and data-driven insights to senior management, enabling informed decision-making based on the analysis of portfolio data. Uphold rigorous standards of record management to support transparency, accountability, and audit readiness. Maintain a vigilant eye for opportunities to enhance the efficiency and effectiveness of credit monitoring processes. Actively participate in the development and implementation of industry-leading best practices for credit monitoring within the organization. Cross-Functional Collaboration: Foster collaborative relationships with various internal functions, including Risk, Legal, and Operations, to holistically address portfolio-related challenges and opportunities. Promote synergy among different departments to maximize the overall effectiveness of credit monitoring efforts. Risk Management: Proactively identify, evaluate, and categorize risks associated with the credit portfolio, encompassing financial, operational, and market-related dimensions. Collaborate closely with the credit team to devise and implement comprehensive risk mitigation strategies tailored to specific industries. Maintain rigorous adherence to the Credit Monitoring Policy and its associated procedures, ensuring that monitoring protocols remain aligned with the policy's stipulations. Take a proactive role in refining and evolving monitoring procedures to adapt to changing industry dynamics. Qualifications & Experience Minimum Degree: CA / MBA Minimum Years/type ofexperience: 8-10 Years of experience Location-Delhi,Mumbai,Pune,Bengaluru,Hyderabad,Chennai

Key Responsibilities: Graduate with minimum 2 years experience of Contact Center. Atleast 2 years experience in call quality function. Excellent spoken and written communication skills for English. Must have experience into Call Monitoring & Call Monitoring Exposure to Six Sigma techniques along with one completed project would be added advantage Exposure to MS Power point, Visio, Micro Strategy would be an added advantage Perform root cause analysis (RCA) to identify underlying issues and recommend corrective actions. Collaborate with the operations team to ensure adherence to quality standards and client requirements. Monitor key performance indicators (KPIs) and provide insights to optimize processes and minimize errors. Prepare detailed reports on quality performance and communicate findings to the management team effectively. Shift Timings: US Shifts, 5days Working, Both Side Cab Facility to Hiring Zones Interview Mode: Face to Face Interview Looking for Immediate Joiners Interested Candidates Can Share resume on bhawana.sharma@rsystems.com or can call at 8595575733. Regards, Bhawana

Conduct call audits, assess agent performance, provide feedback for improvement, and prepare reports. Collaborate with teams for process enhancements, ensure compliance with regulations,and integrate customer feedback to improve service quality.

Job Title: Sr. Manager - Customer Experience (International BPO) Location: Mumbai, Maharashtra, India (Work From Office) Company Description: Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models. Job Description: Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Customer Experience Managers in this role get to: Collect and analyze customer feedback: this feedback that comes through internal and external channels is collected and analyze to identify and act on every opportunity - and so that the manager can champion the voice of the customer. Ensure compliance: with key initiatives, tracking complaints, reporting on status, and manage projects that result in identified issues being prevented or mitigated for future customers. Built a positive experience: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience. Qualifications: Our most successful candidates have: - Creativity, proactivity, and have a bias for action - Experience with marketing, organizational development, psychology, or customer experience - Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense - Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement - Ability to inspire others to action and to influence without authority is absolutely necessary - Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design - Passion for learning/learning agile - Excellent written communication skills - Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel - Exceptional research skills - The ability to exude a professional demeanor and appearance - Attention to detail and excellent organizational skills

Customer Experience Analyst/Quality Analyst ( International Voice Process) The Customer Experience Analyst conducts transaction monitoring of frontline agents' calls, emails, chat and does root cause analysis to help operations in driving the consistency of quality assurance and excellent customer experience needed to maintain client confidence and loyalty. He or she also helps the Customer Experience Team Lead/Manager in business presentations, WBRs and CE onboarding activities. Job Responsibilities - 1. Monitor and audit calls/transactions by Customer Service Representatives based on internal quality assurance and/or external customers to provide an excellent experience. 2. Provide feedback and coaching to the Team members aligned through one to ones, sessions and other coaching techniques. 3. Create and update daily reports on internal errors that arise within the account. 4. Conduct the review and analysis of data or variables that affect the customer experience, establishing areas of opportunity and/or strengths 5. Actively participate in calibrations to ensure alignment between the business 6. Be calibrated on process requirements by being a part of the internal calibration process and by completing monthly requirements of taking calls/chats. Desired Skills: 1) Bachelor's degree in any field. 2) Proficiency with Google Tools / MS Office applications (i.e. MS Word, Excel, PowerPoint, Google sheets etc.) 3) Excellent verbal and written communication and active listening skills 4) Should have minimum 1 year experience as a Quality analyst in International voice process.

Job Description Section: Job Title: Call Quality Analyst Location: Gurgaon, India Responsibilities:- High performance delivery on all quality parameters Audit chats/email interactions on Product/process, Communication and soft skills parameters Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion Data analysis and making designated reports/decks Participate in calibrations to ensure consistent scoring & feedback delivery approach Communicate to heighten awareness and focus on importance of positive customer experience Make recommendations and drive process improvement Reduce learning curve and help enhance product/process knowledge of new joinees Ensure that internal policies, procedures, and compliance regulations are being followed Customer/Client Interactions by using process knowledge and highlighting key areas to work on Prepare TNA, publish and execute for 100% closure Real Time Support (Production/Live Support) on the floor as per the business requirement Desired Skills: Must understand Audit & Coaching process Excellent writing and comprehension skills Extremely good verbal & written communications skills Technical knowledge of English communication - sentence construction, grammar, punctuation etc. Effective Presentation, Feedback & Coaching skills Hands on experience on MS-Office; preferably on MS-Excel and Power Point Customer orientation and Customer Service Attitude Effective problem-solving skills and Highly energetic & enthusiastic Interpersonal skills and Team work Ability to handle/analyse data to generate Quantitative and Qualitative analysis Kindly share your resume at amulyavaish@paisabazaar.com

As a Manager - Training at WorkIndia, you will play a crucial role in developing and delivering effective training programs for our sales teams. Your primary responsibility will be to ensure consistent quality in communication, process adherence, and performance among the sales staff. We are looking for a dynamic individual with deep sales knowledge, exceptional coaching skills, and a metrics-driven approach to performance improvement. Your duties will include designing and implementing training programs tailored for new joiners and existing sales teams. Regular training needs analysis and refreshers will be conducted to enhance performance. Monitoring, assessing, and enhancing the quality of customer interactions across all channels will be a key focus area. Evaluating team performance using metrics such as Conversion Rates, Call Quality, and Compliance will help drive continuous improvement. You will be expected to deliver feedback and coaching to enhance communication, sales pitch, and adherence to processes. Collaboration with Sales, HR, and Ops teams to align training initiatives with business goals is essential. Additionally, preparing reports and presenting insights to leadership on training effectiveness and quality improvement will be part of your responsibilities. The key skills required for this role include a minimum of 3+ years of hands-on sales experience, preferably in a tele-sales or B2C setup. You should have at least 5+ years of proven experience in training and quality, especially for customer-facing or sales teams. A data-driven mindset with proficiency in performance metrics analysis is crucial. Strong communication, presentation, and interpersonal skills are necessary for effective coaching. The ability to identify performance gaps and design targeted interventions is vital. Hands-on experience with CRM & Telephony Systems and Quality Tools will be considered a plus. This position is based in HSR Layout, Bangalore, and the working schedule is 6 days a week. Join us at WorkIndia and be a part of our mission to provide meaningful livelihoods to blue-collar individuals in India and beyond.,

Job Title: Training and Quality Analyst Location: Taratala , Kolkata Experience: Required 2-5 years Employment Type: Full-time About the Role: We are looking for a dedicated Training and Quality Analyst who will be responsible for evaluating the performance of our team members and ensuring continuous improvement through training and development initiatives. This role is vital for maintaining high service standards and delivering exceptional customer or client satisfaction. Key Responsibilities: Quality Assurance: Monitor and evaluate calls, emails, chats, or operational tasks to ensure quality standards. Identify gaps in performance and provide actionable insights for improvement. Maintain quality audit reports and scorecards. Collaborate with team leaders and managers to implement performance improvement plans. Training & Development: Conduct new hire training, refresher training, and upskilling sessions. Design training modules, SOPs, and e-learning content. Evaluate training effectiveness and adapt methods based on results and feedback. Coordinate with operational teams to ensure learning is aligned with business goals. Reporting & Analysis: Generate quality and training-related reports and dashboards. Track key performance indicators (KPIs) related to quality and training impact. Recommend process improvements based on data trends. Collaboration & Support: Work closely with HR, Operations, and Process Excellence teams. Act as a point of contact for training feedback and quality concerns. Stay updated with product/process changes and ensure timely communication. Key Skills & Competencies: Strong analytical and observation skills Excellent communication and interpersonal skills In-depth knowledge of quality tools and training techniques Ability to manage multiple priorities and meet deadlines Proficiency in MS Office (Excel, PowerPoint, Word); familiarity with LMS/QA tools is a plus Qualifications: Graduate in any discipline (Preferred: Training & Development or Quality-related certifications) Proven experience in a similar role (Quality Analyst / Trainer / QA Trainer) Experience in [industry e.g., fleet management, customer service, logistics] is preferred

Skill required: Record To Report - Accounting & Financial Reporting Standards Designation: Delivery Lead Manager Qualifications: Any Graduation Years of Experience: 13 to 18 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Finance Operations vertical and will be helping us in determining financial outcomes by collecting operational data/reports, whilst conducting analysis and reconciling transactions.Posting journal entries, preparing balance sheet reconciliations, reviewing entries and reconciliations, preparing cash forecasting statement, supporting month end closing, preparing reports and supports in audits.A set of international accounting standards stating how particular types of transactions and other events should be reported in financial statements. What are we looking for Record To ReportAbility to work well in a teamCommitment to qualityWritten and verbal communicationAbility to manage multiple stakeholdersAbility to meet deadlines In this role you are required to identify and assess complex problems for area of responsibilityYou will need to create solutions in situations which requires an in-depth analysis/evaluation of variable factorsThis will require alignment to strategic direction set by senior management when establishing near-term goalsYour primary interaction will be with senior management at a client and/or within Accenture,involving matters that may require acceptance of an alternate approachSome latitude in decision-making is involved, you will act independently to determine methods and procedures on new assignmentsYou will need to flag risks to clients and Accenture stakeholders and propose action plans where neededYou will need to have an innovative mindset to identify improvement opportunities to optimize processes, decrease costs and increase client valueDecisions that you make in this role will have a major day to day impact on area of responsibilityYou will be managing medium - large sized teams and/or work efforts at a client or withinAccentureYou would require transformation mindset and eye for identifying automation/processimprovement opportunities. Roles and Responsibilities: In this role you are required to identify and assess complex problems for area of responsibility The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors Requires adherence to strategic direction set by senior management when establishing near-term goals Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach Some latitude in decision-making in involved you will act independently to determine methods and procedures on new assignments Decisions individual at this role makes have a major day to day impact on area of responsibility The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Qualification Any Graduation

1. Team Supervision & Leadership Supervise daily operations of the call handling team, ensuring productivity and service quality. Allocate daily tasks and manage shift schedules to ensure adequate staffing and coverage. Provide ongoing coaching, mentoring, and performance support to all team members. Be the first point of contact for team queries and issue resolution. Maintain a positive, accountable, and collaborative team culture. 2. Call Quality Monitoring & Feedback Audit at least 35 calls per agent daily to ensure compliance with quality and process standards. Monitor live calls regularly to assess call handling quality. Provide constructive feedback and corrective training daily and weekly based on audit outcomes. Maintain audit records and track improvements over time. 3. Training & Development Conduct initial training for new team members and refresher training for existing staff. Organize knowledge-sharing sessions to address common process gaps or updates. Respond to team knowledge gaps proactively through targeted training and coaching. 4. Performance Monitoring & Reporting Track and analyze individual and team performance metrics (KPIs), including attendance, adherence, productivity, and quality. Prepare and share daily, weekly, and monthly performance reports with the Project Manager and leadership. Discuss team performance weekly with the Project Manager . Send advisory or warning emails to team members if required based on underperformance or repeated issues. Conduct monthly performance review meetings with each team member.

Conduct call audits, assess agent performance, provide feedback for improvement, and prepare reports. Collaborate with teams for process enhancements, ensure compliance with regulations,and integrate customer feedback to improve service quality.

Lead QA deployment in all processes and business units as per plan Lead a team of QA’s/Sr. QA’s QTL, AM and monitor key metrics and SLA’s) Analyze NPS data QA audits activities (SOPS/VSM/FMEA/Quality Frame work etc.) Required Candidate profile Graduate with 10-15 years of relevant exp Should be working as Quality Manager on papers for international voice process Excellent communication skills flexible with US shifts Prefer immediate joiners

Roles and Responsibilities : Conduct phone call assessments for language, product and process for the sales agents. Conduct one on one and documented feedback sessions with the sales agents. Create action plans for sales agents based on the assessments. Conduct training classes on the process to ensure sales agents follow the company requirements while on a call. Prior experience in conducting RCAs for customer escalations. Coordinate and conduct meetings with the Quality team Conduct training for the Quality team to ensure the team is on the same page. Conduct calibrations for the Quality team to ensure minimal variation in Quality scores Projects handled as part of the Quality Team Process Work flow and Quality Check Manual Charted out the workflow to define each step of the process and created quality checks to ensure accurate documentation of the sales agents. Call Scripts Created call scripts for sales agents based on the best practise methods to ensure the information provided to the customers are accurate and per the company standards. Quality Form Design Created the quality form to capture the assessments of the Quality analysts. Customer Satisfaction Improvement Increased RCAs on DSAT rated services to narrow down the areas that required improvement from the sales agents. Insights shared with the training teams to ensure all agents are aware and updated on the requirements to avoid unhappy customers.. Interdepartmental Calibrations Coordinate and schedule product and process calibrations with the Sales and Quality Teams. Calibration reports were used to ensure all teams were on equal understanding about the product and the process. Why is this a great opportunity for the right candidate : Experienced founding team Great set of peers to work with Right to win - The founding team knows the business & its secrets inside out. We are starting with a significant head start and a precise plan of action Barriers to entry - This is a specialized play with natural barriers to entry, allowing for significant value creation for all equity holders Backed by marquee global investors Exposure to all aspects of company building - exposure to investors, fund-raising, decision making, building the team & culture All of the above perks of joining a high potential company very early, along with a competitive market salary

US Health and welfare Voice Exp Medical billing AR Call Quality analyst Call Monitoring International BPO Rotational Shifts 5 days working

We are urgently hiring a Quality Analyst for US Voice Process . This role focuses on auditing customer interactions, Call auditing and monitoring, coaching agents for service improvement, and ensuring compliance with quality and customer service standards. The candidate must have a strong background in international voice processes with proven quality evaluation expertise. Key Responsibilities: Quality Monitoring & Evaluation Audit live and recorded inbound calls to assess customer interactions against quality benchmarks. Evaluate performance based on call handling skills, process adherence, compliance, and customer experience. Coaching & Feedback Deliver timely and actionable feedback to agents through one-on-one sessions. Partner with Team Leaders and Trainers to drive performance improvements and close skill gaps. Process Improvement & Compliance Identify trends, agent errors, and operational gaps based on audits. Recommend process and policy changes to enhance customer satisfaction and compliance. Ensure compliance with internal quality standards and regulatory requirements (e.g., HIPAA where applicable). Reporting & Analytics Maintain and share detailed quality audit reports, highlighting strengths, improvement areas, and action plans. Analyze quality scores, CSAT/NPS trends, and drive continuous improvement initiatives. Calibration Participate in regular calibration sessions with QA, Operations, and Client teams to ensure scoring consistency and alignment. Job Requirements: Education: Bachelor's Degree (Mandatory) Experience: Minimum 4+ years of total experience in an International Voice Process (US, UK, Australian, Canadian, or ANZ markets). Minimum 1+ year of experience specifically as a Quality Analyst/Auditor in an Inbound or outbound Voice Process . Skills: Excellent command over English (spoken and written). Strong knowledge of quality monitoring tools, call auditing frameworks, and contact center KPIs (AHT, CSAT, NPS, FCR, Quality Scores). Proficient with CRM systems, QA software, and reporting tools. High attention to detail, analytical thinking, and problem-solving skills. Ability to deliver constructive feedback and influence agent performance positively. Additional Requirements: Flexibility to work in rotational night shifts (Mandatory). Immediate joiners preferred. Strong understanding of customer service, compliance protocols, and quality standards. Interested Candidates can share your updated Cv to : anitha.c@sagilityhealth.com

Quality Analyst- Operations Roles and Responsibilities : Responsible for calibrating and supporting quality standards. Participates in joint call (contact) monitoring with client, client services team and call center team. Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner. Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause. Monitor quality and accuracy attributes; recommend solutions to address root cause. Assist in customization of quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals. Provide recommendations on improving the quality process to achieve goals and objectives. Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated. Coordinate efforts with Educational Services to ensure that appropriate training and development is in place to address client quality initiatives. Monitor COPC requirements for the site. Education (if beyond High School or equivalent) : Minimum Graduate(Any Bachelors Degree Holder would be eligible). Experience Target (in this job or a related function/field) : One or more years’ experience demonstrating knowledge of call center operations, goals and processes. Skills : (identify essential skills required, and identify additional skills that enable success in performing this job) Basic PC skills. Strong customer service and interpersonal skills. Good verbal and written communication skills. Research, analytical and problem-solving skills. Knowledge/Abilities : (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job) Knowledge and effective use of quality management processes and tools. Ability to work well independently or within a team.