Job Description

Key Responsibilities:

Lead and mentor the call quality team to meet performance goals. Monitor and evaluate calls to ensure adherence to quality standards. Provide regular feedback, coaching, and training to agents. Identify gaps in call handling and recommend improvement plans. Prepare quality reports and share insights with management. Collaborate with operations and training teams to enhance service delivery. Handle escalations and support continuous process improvement.

Requirements:

3-4 years of experience in call quality or customer service roles, with at least some team lead exposure. Strong communication and interpersonal skills. Good analytical skills and attention to detail. Ability to coach teams and drive performance improvements. Knowledge of quality monitoring tools and customer service metrics.
Job Types: Full-time, Permanent

Pay: ?600,000.00 - ?680,000.00 per year

Benefits:

Commuter assistance Health insurance Provident Fund
Work Location: In person