ROLES & RESPONSIBILITIES:
- Participates in design of call monitoring formats and quality standards.
- Provide actionable data for agent improvement.
- Coordinates and facilitates call calibration sessions for internal as well as external.
- Monitoring calls of QAS & providing them feedback on timely basis.
- Prepares and analyses quality reports for management staff review.
- Suggests training needs and developments.
- Handling quality related escalations & taking action against the same on timely basis.
- Contribute for the initial hiring and selecting process.
- Coach and guide team to think proactively and encourage them to improve on process and
productivity. - DESIRED CANDIDATE PROFILE:
- At least 1 years’ team handling experience as Quality team leader
- Candidate must be graduate
- Excellent oral, written and interpersonal communication skills
- Exceptional listening and analytical skills
- Intermediate level of knowledge / expertise with PC (MS Word & MS Excel)