2 - 7 years
6 - 7 Lacs
Posted:6 hours ago|
Platform:
Work from Office
Full Time
Responsibilities:
• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and
other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per
month, number of emails evaluated, etc.) and reports results of evaluations to
appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account
Management, and Resource Unit partners)
• Participate in calibration and call listening sessions with Quality staff, Delivery, and
clients to ensure scoring consistency and best practice implementation
• Participate in internal quality audits (e.g. periodic audits of existing processes to
determine process control and efficiencies) designed to improve overall contact quality
and recommend changes
• Maintain strong program knowledge base; basic understanding of client products,
services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership,
Operations, Client, Account Management, and Resource Unit partners); complete phone
time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes
(including Training) that drive Balanced Scorecards and count profitability goals
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