Role and Key Responsibilities:
1. To monitor calls (Survey Recordings) to measure performance and facilitate
business' strategic objectives
2. Provide feedback to the field team on their audit evaluation and document
the same
3. Discuss and explain the errors and quality issues with the team and provide
guidance for improvement.
4. Facilitate training to the field team (in regional language) with respect to
questionnaire, quality parameters and management expectation and assist
new joiners to understand process and workflow.
5. Read and Write in Regional Language
6. Basic Computer knowledge of MS Office
Key skills & knowledge:
i, Minimum 1 year experience into BPO/call centre as Quality Auditor
i, Understanding of the Audit & Coaching process.
i, Good verbal and written communication skills.
i, Hands on experience in MS Excel, Power Point presentations and Reporting
knowledge.
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