Quality Coordinator (UK Process)

As a Quality Coordinator at our company based in Mohali, you will play a crucial role in ensuring the highest standards of service excellence in our BPO / Customer Support / Service Industry. Your attention to detail and proactive approach will be key in monitoring, evaluating, and improving process quality across teams. **Key Responsibilities:** - Monitor and evaluate inbound and outbound calls, emails, and chats to ensure adherence to quality standards. - Identify process gaps and recommend improvement areas to enhance performance and efficiency. - Conduct regular calibration sessions and feedback discussions with the team to maintain quality consistency. - Prepare and maintain quality reports, dashboards, and audit summaries. - Collaborate with team leaders and trainers to align quality goals with business objectives. - Support the implementation of new quality processes, tools, and performance metrics. - Assist in driving a culture of continuous improvement and customer satisfaction. **Requirements:** - Bachelor's degree in any discipline (preferred: Business, Commerce, or related fields). - 14 years of experience in a quality analysis or coordination role, preferably in a BPO or customer service setup. - Excellent verbal and written communication skills. - Strong analytical, observation, and reporting skills. - Good understanding of quality metrics like CSAT, AHT, FCR, and QA scores. - Proficiency in MS Excel and data analysis tools. - Ability to multitask, prioritize, and work independently. In addition to the challenging role and responsibilities, we offer a dynamic and supportive work culture, opportunities for learning and career advancement, exposure to cross-functional projects and quality improvement initiatives, competitive compensation, and performance-based rewards. If you are ready to contribute to our team and grow in your career, please send your resume to navdhasharma@zouma.ai Job Types: Full-time, Permanent **Benefits:** - Health insurance - Provident Fund,