Monitors and evaluates inbound and outbound interaction quality.
Tracks issues in the quality monitoring systems or tools and analyzes the results.
Provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics.
Typically reports to a manager.
Gaining exposure to some of the complex tasks within the job function.
Occasionally directed in several aspects of the work.
Typically requires 1 to 2 years of related experience.
Improving the quality of call center agents calls (voice and email) Continuous improvement in business processes
The reduction of agent attrition. The improvement of overall contact center performance
Performs mock calls with new hires post-training to determine readiness for moving into support.
Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CallCenter teams and sites.
Uses Call Center tools to gather data and analyze trends or patterns affecting quality.
Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Salary: INR 2,00,000 - 5,00,000 P.A.
Industry: Travel / Hotels / Restaurants / Airlines / Railways
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Quality
Role: Quality Assurance/Quality Control Executive
Employment Type: Permanent Job, Full Time