Quality Coordinator(Uk Process)

5 days ago

Mohali, Punjab, India Zouma Full time ₹ 3,60,000 - ₹ 5,40,000 per year

Quality Coordinator

Location: Mohali

Experience Required: 1–4 years

Industry Preference: BPO / Customer Support / Service Industry

About the Role:

We're looking for a detail-oriented and proactive Quality Coordinator to join our growing team. The ideal candidate will be responsible for monitoring, evaluating, and improving process quality across teams. You'll work closely with management and support teams to ensure that every customer interaction meets the highest standards of service excellence.

Key Responsibilities:

  • Monitor and evaluate inbound and outbound calls, emails, and chats to ensure adherence to quality standards.
  • Identify process gaps and recommend improvement areas to enhance performance and efficiency.
  • Conduct regular calibration sessions and feedback discussions with the team to maintain quality consistency.
  • Prepare and maintain quality reports, dashboards, and audit summaries.
  • Collaborate with team leaders and trainers to align quality goals with business objectives.
  • Support the implementation of new quality processes, tools, and performance metrics.
  • Assist in driving a culture of continuous improvement and customer satisfaction.

Requirements:

  • Bachelor's degree in any discipline (preferred: Business, Commerce, or related fields).
  • 1–4 years of experience in a quality analysis or coordination role, preferably in a BPO or customer service setup.
  • Excellent verbal and written communication skills.
  • Strong analytical, observation, and reporting skills.
  • Good understanding of quality metrics like CSAT, AHT, FCR, and QA scores.
  • Proficiency in MS Excel and data analysis tools.
  • Ability to multitask, prioritize, and work independently.

What We Offer:

  • A dynamic and supportive work culture.
  • Opportunities for learning and career advancement.
  • Exposure to cross-functional projects and quality improvement initiatives.
  • Competitive compensation and performance-based rewards.

Kindly drop the email )

Job Types: Full-time, Permanent

Pay: ₹25, ₹45,000.00 per month

Benefits:

  • Health insurance
  • Provident Fund

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