Job Description:

Responsibilities:

• Monitor and evaluate customer support calls, emails, and chats for quality assurance.
• Ensure adherence to company policies, scripts, and service standards.
• Provide feedback and coaching to agents for performance improvement.
• Identify areas for process improvement and training needs.
• Prepare quality reports and share insights with management.
• Ensure compliance with customer service best practices and regulatory guidelines.

Requirements:

• 2-3 years of experience in quality assurance for customer support.
• Can audit 150-200 calls per day
• Fluency in English & Hindi is mandatory.
• Strong analytical, listening, and communication skills.
• Familiarity with customer service processes and quality metrics.
• Proficiency in MS Excel and call monitoring tools.