About the Role
Job description
Role and Key Responsibilities:
• Conduct Quality audits on Calls and share feedback with agents.
• Conduct compliance and Quality checks and ensure timely reporting.
• Drive continuous improvement - make recommendations and drive improvement.
• Strengthen Quality management processes/ framework to improve quality delivery.
• Ensure data management for all deliverables and be accessible without any delay.
• Participate in internal & external calibrations to ensure consistent scoring &
feedback delivery approach.
Key skills & knowledge:
• Minimum 6 months experience into BPO/call centre as Quality Auditor
• Understanding of the Audit & Coaching process.
• Good verbal and written communication skills.
• Hands on experience in MS Excel, Power Point prese...
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