• Monitor customer service performance at the agent and project level
• Continuously come up with plans to improve Quality across project
• Identify training needs and organize training to meet quality standards
• Help agents improve their performance with specific instructions and constant support
• Design Training Programs that relate & contribute towards strategic goals
• Ensure day to day Quality operations are managed effectively & efficiently
• Conduct audits as per defined guidelines and sampling for transaction monitoring
• Create and publish regular reports with management and clients (daily, weekly, monthly)
• Identify gaps and conduct feedback and refresher sessions with agents to improve quality of calls
• Drive calibration sessions with internal or external with client
• To conduct quality induction for new hire batch
• Provide employees with training and coaching to help them improve their calls handling skills
• Track the performance of employees to identify trends and make sure they meet performance goals
• Review current standards and policies, drive process improvement initiatives
• Keep records of quality reports, statistical reviews, and relevant documentation
• Analyze the data gathered, plan accordingly to improve quality & Customer experience

Compensation & Benefits:

• Salary: Market Competitive (Based on experience and expertise).
• 34 Paid Leaves Annually – Work-life balance is important to us.
• Annual Increment – Performance-based growth opportunities.
• Provident Fund & EOBI – Secure your future with our financial benefits.
• Comprehensive Medical Insurance – Coverage for you and your family.
• Permanent Position with Growth Prospects – Stability and career advancement.