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Job Description
- Monitor and evaluate the quality of Voice (Inbound & Outbound), Chat, and Email interactions using standard evaluation forms and scorecards.
- Assess communication (clarity, grammar, tone), adherence to process, issue resolution, and overall customer handling.
- Share timely, constructive, and actionable feedback with agents and team leaders.
- Collaborate with Team Leaders to drive improvement through coaching and performance enhancement plans.
- Ensure strict adherence to internal SOPs, regulatory guidelines, and company policies across all channels.
- Conduct periodic audits to check compliance and identify process deviations or risk areas.
- Maintain detailed records of CSAT, NPS, audit findings, scorecards, and quality reports.
- Generate daily/weekly/monthly quality MIS reports highlighting key trends, errors, and improvement areas.
- Analyze errors to determine training needs and process gaps.
- Participate in regular calibration sessions with Operations, Training, and other stakeholders to maintain consistency in evaluations.
- Update QA forms, checklists, and scoring mechanisms as processes evolve.
- Recommend process improvements, SOP updates, and customer handling guidelines based on audit outcomes.
- Contribute to knowledge base (FAQs, scripts) enhancement to reduce errors and improve FCR & CSAT.
- Investigate and audit escalated cases to determine root causes and prevent recurrence.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Skills
Data AnalyticsInboundCustomer ServiceProcess ImprovementCsatAnalyticsNpsQaIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
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