Job Description

To manage transaction quality profile for a customer service process for our domestic client Participates in design of call monitoring formats and quality standards Defines Quality Framework, CTQs and implementation of Quality Control Plan To conduct audits as per defined guideline and sampling for transaction monitoring To ensure 100% closure of feedback To create and publish regular audit reports with management and clients (daily, weekly, monthly) To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls To drive process improvement initiatives To drive calibration sessions with internal or external customers To conduct training for group of agents, when needed To conduct quality induction for new hire batch Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output Maintain overview of daily records, MOMs and Action items Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns Able to use automated information systems and analyze Provide corrective / improvement solutions to the QAs on periodic basis to help them improve their accuracy scores Working in close tandem with Ops Asst. Mgrs. on the process for an excellent team and process performance. Prepare performance evaluations and documenting contact-handling procedures. Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed. One-on-one feedback to the QAs basis their performance Provide domain knowledge & track external & internal escalations
Job Types: Full-time, Permanent, Fresher

Pay: ?15,200.00 - ?18,525.92 per month

Work Location: In person