Lead Associate - Transactional Quality - Gurgaon

Roles & Responsibilities :

• Perform daily quality audits as per defined process and QSD requirements.
• Deliver timely, accurate, and actionable feedback to agents based on audit results.
• Analyze customer contacts and client-raised errors to identify trends and risks.
• Meet monthly sampling and feedback targets as per the agreed guidelines.
• Prepare Weekly Business Review (WBR) inputs and other quality reports within SLAs.
• Conduct Root Cause Analysis (RCA) for all quality defects and repeat errors.
• Support and participate in internal and client calibration sessions.
• Share improvement opportunities and quality insights with QA Leads and Operations.
• Communicate quality performance updates with clients on a periodic basis.
• Support Operations in identifying training and coaching needs.
• Participate in quality initiatives, pilots, and improvement projects.
• Attend a...