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 presentations and Reporting knowledge.

 

Perks & Benefits:

 

Company payroll

Pick up & drop facility from Kopar Khairane Railway Station.

Attendance bonus