Key Responsibilities:
- Monitor inbound and outbound calls to assess agent performance and ensure service quality.
- Evaluate interactions based on predefined quality parameters (e.g., communication skills, call handling, product knowledge, compliance).
- Identify gaps in service delivery and recommend improvements.
- Provide regular feedback and coaching to agents for performance enhancement.
- Collaborate with Team Leads and Training departments to address performance issues.
- Maintain accurate QA reports, scorecards, and records.
- Develop and update QA standards, forms, and evaluation criteria.
- Participate in calibration sessions to ensure consistency in evaluations.
- Report recurring issues, trends, and suggestions to management.
- Ensure compliance with data privacy and company guidelines.
Requirements:
- Bachelor's degree or equivalent education.
- Prior experience in a call center environment (QA experience preferred).
- Strong listening, analytical, and attention-to-detail skills.
- Good verbal and written communication.
- Familiarity with call center software and CRM systems.
- Ability to work independently and manage time effectively.
Shift timings: 8PM to 5AM
Job Type: Full-time
Pay: Rs40,000.00 - Rs50,000.00 per month
Work Location: In person