
Performance Enhancement Expert
9 hours ago
- Monitor, evaluate, and score inbound/outbound calls as per defined quality parameters.
- Provide constructive feedback and coaching to agents to improve performance.
- Identify gaps in communication, process adherence, and customer handling
- Prepare and maintain quality reports, dashboards, and analysis for leadership.
- Support process improvement initiatives to drive customer satisfaction (CSAT, NPS, and FCR).
Key Qualifications:
- Graduate degree in any stream.
- Minimum 1-3 years of experience as a quality assurance specialist in an international voice process.
This role is ideal for individuals who are detail-oriented, have excellent analytical skills, and can identify areas for improvement. If you're passionate about quality assurance and want to work in a dynamic environment, this could be the perfect opportunity for you.
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