CSR QA Lead/Trainer Full-Time
2 weeks ago
• Work with supervisors and management to ensure that all the associates are meeting the quality standards.
• Monitor Chats / Voice / Email as per audit forms & identify Fatal & Non-fatal errors.
• Identifying historical trends through data analysis to identify agent training needs.
• To conduct regular Feedback sessions for Agents.
• Publish daily, weekly & monthly Quality Reports.
• To conduct calibration sessions with operations and training team.
• Conduct quality improvement sessions for agents
• Define SOPs as per process updates/product developments & cascade to team.
• Identify product changes basis transaction audits.
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