Responsibilities: * Handle inbound calls in regional languages (Telugu, Tamil, Malayalam, Kannada, Bengali, Marathi, Gujarati, Punjabi) , ensure clear communication, resolve queries quickly, and meet KPIs for call volume, resolution time, and CSAT.
Monitor and evaluate agent calls to ensure service quality, compliance, and customer satisfaction. Listen to calls for deep insights, identify gaps, provide feedback, and support performance improvement. Required Candidate profile Graduate with 1–6 years of QA experience in BPO, strong analytical and communication skills, familiar with QA tools and CRMs, and capable of giving clear feedback and working with operations teams.
Responsibilities: * Conduct new hire & refresher training *Develop training programs & Ensure effective communication skills * Collaborate with Ops & quality team on training needs *Develop SOPs, assess performance, and improve process knowledge.
Responsibilities: * Source profiles, screen candidates, interview coordination * Manage full cycle recruitment from sourcing to selection * Shortlist & negotiate salaries * Assist in HR records, attendance, and support payroll, compliance processes
Responsibilities: * Conduct call audits with focus on quality monitoring and feedback * Ensure compliance with industry standards during quality audits * Monitor calls for quality assurance * Customer satisfaction and support performance improvement.
Ensure quality standards are consistently met in all customer interactions. Monitor and evaluate team performance, providing feedback for continuous improvement. Oversee the end-to-end inbound process, ensuring efficiency and accuracy at each stage.