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Apollo Telehealth
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Contact Centre Executive - Quality

Contact Centre Executive - Quality

Apollo Telehealth

4 - 9 years

|

3 - 12 Lacs

kolkata west bengal india

Posted:14 hours ago| Platform: Foundit logo

Apply

Skills Required

call monitoring reporting & documentation sop compliance process improvement

Work Mode

On-site

Job Type

Full Time

Job Description

Contact Centre Executive Quality

Key Responsibilities

Monitor and evaluate inbound and outbound calls, emails, and chats to ensure compliance with company quality standards.
Conduct regular audits of customer interactions and provide feedback to agents to improve performance.
Identify trends, recurring issues, and areas for improvement in service delivery.
Collaborate with training and operations teams to implement quality improvement initiatives.
Prepare detailed reports on quality metrics, performance scores, and key findings.
Ensure adherence to regulatory guidelines, internal policies, and SOPs in all customer interactions.
Support process improvement projects to enhance customer experience.
Provide coaching and guidance to agents based on quality assessment outcomes.

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