Call Quality Auditor
18 hours ago
Roles & Responsibilities:
QAs will be responsible for auditing all CS/Sales/CSAT feedback cases. They will be responsible for remediation (where necessary) to ensure resolution. Audit Emails/Calls to ensure quality, customer service, and adherence to the policies and procedures of the organization. Provides feedback to assist in the creation of performance improvement goals and the development of training programs. Identify process gaps, trends in quality performance on the process floor, and process improvement opportunities. Ability to plan and implement process improvement opportunities and measure success. To give need-based coaching and feedback inputs to the process, and undertake quality-based floor initiatives, resulting in continuous improvement in performance and quality. As an outcome of this process, QAs will generate the following insights: Process improvement ideas to improve CSAT, Customer Experience, and FTR. Product-related ideas to improve Customer Experience. To give training to new onboard employees.
Experience - 2-6Yrs
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