1 - 5 years
3 - 4 Lacs
Posted:1 month ago|
Platform:
Work from Office
Full Time
Conduct regular audits of customer interactions (voice calls and chat transcripts) to assess accuracy, empathy, communication skills, adherence to process, and overall customer experience.
Maintain and update audit logs and performance dashboards.
Identify common error trends and areas of improvement across the team.
Provide detailed, actionable feedback to associates through one-on-one sessions.
Track progress on feedback and ensure continuous improvement.
Design and administer periodic product and process knowledge tests for associates.
Support the development of SOPs and quality benchmarks for new processes or products.
13 years of experience in Quality Assurance for a voice/chat customer support process
Language required: Hindi, English + Any Regional languages
Strong analytical and listening skills.
Excellent communication, feedback delivery, and documentation abilities.
Ability to analyze large volumes of call/chat data to identify patterns and root causes.
Location : Bommanahalli
Contact Details : m.manjunath@flobiz / 8951119282
Flobiz A Unit Of Valorem Stack
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