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2 - 31 years

2 Lacs

Andheri East, Mumbai/Bombay

Posted:4 days ago| Platform: Apna logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Monitor and evaluate inbound/outbound calls and customer interactions to ensure consistent quality standards Provide real‑time feedback and ongoing coaching to agents, highlighting critical and non‑critical errors   Analyze performance metrics and trends—such as audit scores, FCR, CSAT—and prepare daily, weekly, and monthly quality reports Conduct random and scheduled audits, including compliance and BI checks, adhering to SLAs and process standards Participate in calibration sessions and ensure alignment with internal/external quality standards Document quality issues, root‑cause analysis, and suggested improvements using Excel and dashboards. Strong analytical and data‑handling skills, especially with MS Excel Excellent verbal and written communication to articulate feedback clearly and motivate agents Team-oriented approach with ability to coach, collaborate, and influence across functions Time management and multitasking capability to monitor calls and manage reporting under tight deadlines

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