Job Description

The Quality Executive is responsible for ensuring high service quality standards in business process and operations. This role involves monitoring, analyzing, and improving calling processes to enhance efficiency, compliance, and customer satisfaction.

Key Responsibilities:

Monitor and evaluate calls, emails, chats to ensure adherence to quality standards.
Conduct quality audits, analyze trends, and provide feedback to enhance operational effectiveness.
Ensure compliance with company policies, regulatory requirements, and client-specific SLAs.
Implement corrective action plans to address identified gaps and risks.
Identify areas of improvement in workflows, processes, and service delivery.
Work with teams to optimize productivity, reduce errors, and enhance service levels.
Conduct root cause analysis for performance deviations and suggest process enhancements.
Collaborate with operations to set and review quality benchmarks.

Provide coaching and feedback to agents to improve quality performance.
Prepare detailed reports on quality scores, trends, and agent performance.
Maintain updated process documentation and compliance records.

Key Skills & Competencies:

Strong analytical and problem-solving skills.
Excellent communication and coaching abilities.
Attention to detail with a focus on accuracy and compliance.
Ability to work independently and collaboratively in a fast-paced environment.

Qualifications & Experience:

Master's/Bachelor's degree compulsary.
Experience in quality assurance in Call Center/ NBFC or a related industry is preferred.

Job Types: Full-time, Fresher

Pay: ₹12,000.00 - ₹20,000.00 per month

Benefits:

Health insurance Leave encashment Provident Fund
Work Location: In person