Monitor inbound and outbound calls to evaluate quality, adherence to scripts, and compliance with policies.
Assess communication skills, soft skills, customer handling, product knowledge, and problem-solving approach of agents.
Provide structured feedback to agents and team leaders for performance improvement.
Identify process gaps and recommend corrective actions or training requirements.
Prepare daily/weekly/monthly quality reports and share insights with management.
Collaborate with operations, training, and HR teams to drive continuous improvement.
Ensure compliance with internal quality standards and regulatory guidelines.
Participate in calibration sessions to align quality expectations across teams
Job Types: Full-time, Fresher
Pay: ₹12,824.07 - ₹18,980.36 per month
Benefits:
Provident Fund
Work Location: In person
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