Quality Evaluator
2 weeks ago
Role & Responsibilities
- Conduct quality audits on email, chat, and calls, and share feedback with agents.
- Conduct compliance and quality checks, ensuring timely reporting.
- Drive continuous improvement by making recommendations and supporting improvement initiatives.
- Perform data analysis and create designated reports/presentations.
- Strengthen quality management processes/ framework to improve quality delivery.
- Ensure data management for all deliverables and maintain accessibility without delay.
- Manage client escalations.
- Participate in internal and external calibrations to ensure consistent scoring and feedback delivery approaches.
Preferred Candidate Profile
- Experience in supply chain management domain preferred.
- Understanding of the audit, mining, and coaching process.
- Good verbal and written communication skills.
- Hands-on experience in MS Excel, PowerPoint presentations, and reporting.
- Flexible to work in shifts (24/7 environment).
- Ability to work under pressure and meet strict timelines.
- Exposure to online retail/recovery will be an added advantage.
- Immediate joiners or those available within 15 days are preferred.
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