Posted:3 days ago|
Platform:
Work from Office
Full Time
-Drive high quality audits for external client calls to assess communication quality, professionalism, tone, and client experience.
-Lead and guide the Quality team, ensuring productivity, accuracy, and compliance with standards.
-Deliver structured and impactful feedback to stakeholders.
-Design and refine quality frameworks, benchmarks, and SOPs to position the function as a true Center of Excellence.
-Drive initiatives that go beyond BAU, influencing communication culture across the organization.
-Graduate in any discipline; advanced certifications in Quality/Communication management preferred.
-Minimum 5 years of experience in call quality audits, with at least 2 years in a team-lead role.
-Excellent Communication Skills -spoken and written.
-Strong Analytical and Reporting skills (Excel, dashboards, or equivalent tools).
-Ability to manage stakeholders and drive process improvements.
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