Found Description
Key Responsibilities: -
- 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.
Qualification required: -
- Graduate in any stream
- Minimum 1-3 years of exp as a quality analyst in an international voice process.