Responsibilities:

• Monitor customer service performance at the agent and project level
• Identify training needs and organize training to meet quality standards
• Drive calibration sessions with internal or external with client
• Help agents improve their performance with specific instructions and constant support
• Design Training Programs that relate & contribute towards strategic goals
• Ensure day to day Quality operations are managed effectively & efficiently
• Continuously come up with plans to improve Quality across project
• Conduct audits as per defined guidelines and sampling for transaction monitoring
• Create and publish regular reports with management and clients (daily, weekly, monthly)
• Review current standards and policies, drive process improvement initiatives
• Identify gaps and conduct feedback and refresher sessions with agents to improve quality of calls
• To conduct quality induction for new hire batch
• Provide employees with training and coaching to help them improve their calls handling skills
• Track the performance of employees to identify trends and make sure they meet performance goals
• Keep records of quality reports, statistical reviews, and relevant documentation
• Analyze the data gathered, plan accordingly to improve quality & Customer experience

Education and Experience:

• Fluent with English Communication and confident personality,
• Flexible with timings and work routine (5 Days a week).
• Minimum Graduate (Preferably in Business Administration) with 2-3 years of experience in Quality Assurance in BPO Industry/ Contact centre or some other IT Industry with minimum of 1-2 years in lead position.
• Salary Range (70k-100k with other benefits)