Job Summary & Purpose: The objective of this role is to audit the work done by call center agents (LOBs like Chat, Inbound & Outbound ca BO,) The
role also caters to incremental improvement to achieve process excellence. Key Performance Areas (KPAs) & Principal
Accountabilities:
Audit calls/chat/back office team of the call center, recorded or live, in order to assess compliance with protocols and quality parameters.
Developing and implementing quality control audit plans.
Monitoring and evaluating the team based on the key performance indicators (KPIs)
Providing coaching, advice, and guidance based on audit findings, and delivering performance feedback to associates as outlined in the business unit's policies and procedures.
Preparing reports and maintaining ongoing record keeping of results of assigned audits utilizing established guidelines
Maintain process SLAs
Assisting in the implementation of standard procedural guidelines for new business. Accomplishment of other process works as per the business requirement.
RequirementsExperience (Yrs & Field):
Prior experience of a minimum of 1 year in the quality process, continuous quality improvement, and quality standards, and Knowledge of different industries, sectors, and roles will be an added advantage
Added advantage to know NPS
Educational Qualification:
Diploma (essential)
Graduate (preferred)
Professional Certifications:
Hospitality/Six Sigma/Customer Experience
Skills & Abilities:
Excellent verbal and written communication skills
Ability to give constructive and direct feedback to agents concerning communication and soft skills
