Executive - Quality Assurance

Ketto Online Ventures Pvt Ltd

0 years

0 Lacs

mumbai maharashtra

Posted:1 day ago| Platform: SimplyHired logo

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Job Description

Monitor and evaluate calls, chats, and emails to assess communication quality, process adherence, and customer satisfaction.
Provide constructive feedback and actionable insights to agents for performance improvement.
Ensure all interactions comply with internal SOPs, company policies, and regulatory requirements.
Identify and report deviations or non-compliance trends.
Conduct daily, weekly, and monthly quality audits.
Prepare detailed quality reports highlighting accuracy scores, error trends, and agent performance.
Share findings with team leaders and managers to drive improvements.
Participate in calibration sessions to ensure consistency in evaluation standards.
Collaborate with training and operations teams to design or update training modules based on audit findings.
Identify recurring issues and perform RCA to find process or behavioral gaps.
Recommend corrective and preventive actions to enhance service delivery.
Track and analyze QA metrics to identify improvement areas in communication, compliance, and process flow.
Contribute ideas for policy or workflow enhancement.

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