Job 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.
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.
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