Posted:7 hours ago|
Platform:
Work from Office
Full Time
Responsibilities:
• Conduct Quality audits on Email, Chat & Calls and share feedback with agents.
• Conduct compliance and Quality checks and ensure timely reporting.
• Drive continuous improvement - make recommendations and drive improvement.
• Data analysis and creation of designated reports/ presentations.
• Strengthen Quality management processes/ framework to improve quality delivery.
• Ensure data management for all deliverables and be accessible without any delay.
• Client Escalation Management.
• Participate in internal & external calibrations to ensure consistent scoring & feedback delivery
approach.
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