Specialist-Quality CC

As a Specialist-Quality CC, you will be responsible for monitoring all customer contact points including Web, voice, e-mail, and white mail in an objective manner. Your role will involve reporting any behavior that does not align with the quality standards established by the company and account management. You will design and implement reports to identify patterns and trends related to quality issues, providing quantifiable data to support quality judgments. Working closely with operations, you will serve as both an auditor and regulator of quality issues, conducting calibration sessions with clients and operations. Additionally, you will collaborate with Training and Operations teams to generate trend reports for addressing any areas that require refresher training. Conducting product-specific coaching sessions with agents to address trends and quality issues will also be part of your responsibilities. In this role, you will be accountable for releasing updates and training flashes to the Operations and Training group. Handling incoming calls and escalated calls to meet telephone productivity standards will be essential. Moreover, you will be expected to carry out any other tasks or offline assignments assigned by your Training/Quality Managers. Location: BLR, AMR TECH PARK 2A 2nd Floor, India,