Found Description
Key Responsibilities
• Conduct call audits and quality evaluations for inbound and outbound customer interactions
• Monitor agent performance based on predefined quality parameters and compliance guidelines
• Share detailed feedback and coaching points with agents and team leaders
• Identify process gaps, behavioral issues, and training needs through regular audits
• Maintain QA scorecards, audit trackers, and performance reports
• Participate and conduct calibration sessions and ensure consistency in audit evaluations
• Monitor fatal errors, compliance breaches, and customer handling concerns
• Support training and refreshers based on recurring audit observations
• Analyze trends related to CSAT, conversions, repeat issues, and customer dissatisfaction
• Ensure adherence to SOPs, scripts, and regulatory requirements during customer interactions
Eligibility / Qualification<...