1 - 5 years
4 Lacs
Posted:-1 days ago|
Platform:
Work from Office
Full Time
- Audit customer service calls and chat interactions to ensure compliance with process guidelines and customer experience standards.
- Apply 7 QC tools to analyze performance trends and recommend corrective/preventive actions.
- Deliver structured feedback to agents using established feedback models.
- Conduct and participate in calibration sessions with stakeholders to align scoring standards and evaluation criteria.
- Collaborate with operations and training teams to drive process improvements and enhance customer satisfaction.
- Prepare and maintain QA reports, dashboards, and documentation for management review.
Cogenthub
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