Posted:2 months ago|
Platform:
Work from Office
Full Time
Key Responsibilities:
Monitor and evaluate calls, chats, and emails to assess agent performance against quality parameters.
Identify process gaps and training needs by analyzing call quality and customer feedback.
Share regular feedback with agents and team leads to improve performance and customer satisfaction.
Maintain quality reports, scorecards, and dashboards.
Work closely with the training and operations teams to implement process improvements.
Conduct RCA (Root Cause Analysis) for quality failures and suggest corrective actions.
Assist in designing quality checklists and quality frameworks.
Ensure compliance with organizational and client-specific quality standards.
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