
Quality Enhancement Specialist
2 days ago
Job Overview:
Evaluating and enhancing performance is key to delivering exceptional customer experiences.
Key Responsibilities:
- Monitor, evaluate, and score calls to identify areas for improvement.
- Provide constructive feedback and coaching to agents to enhance their skills.
- Analyze call data to pinpoint gaps in communication, process adherence, and customer handling.
- Prepare actionable reports, dashboards, and analysis for leadership.
- Spearhead initiatives to drive customer satisfaction, CSAT, NPS, and FCR.
Qualification Requirements:
- Bachelor's degree in any field with a strong academic record.
- Minimum 1-3 years of experience as a quality analyst in an international voice process, preferably in Chennai.
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