Quality Executive
4 days ago
- Monitoring & Evaluation: Listen to calls, to score agent performance on tone, process adherence, and resolution.
- Feedback & Coaching: Provide real-time and scheduled feedback, coaching agents on errors and best practices.
- Compliance & Standards: Ensure agents follow company policies, client standards, and regulatory rules.
- Process Improvement: Identify root causes of issues and help develop solutions/training to fix them (e.g., data entry errors, recurring complaints).
- Auditing: Participate in internal audits (BAU, compliance).
Essential Skills & Qualifications
- Skills: Strong analytical, communication (written/verbal), time management, and multitasking abilities; detail-oriented, with active listening and problem-solving.
- Experience: Previous experience in a BPO/Call Center QA role is often required.
- Education: A Bachelor's degree or equivalent experience.
- Tools: Familiarity with call center software and quality assurance tools.
Experience Required:
2-4+ years in a call center setting, with duties including auditing, performance reporting and calibration sessions.
Job Type: Full-time
Pay: ₹21, ₹25,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
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