Process Improvement & Adherence

Department: Quality / Process Excellence

Position: Process Improvement & Adherence Executive

Experience: 6 Months – 2 Years

Work Mode: Work From Office (WFO)

Work Location: Kaikondrahalli, Sarjapur, Bangalore

Language Requirements: English, Hindi + Any One Regional Language

Job SummaryWe are looking for a detail-oriented Process Improvement & Adherence Executive to monitor, audit, and evaluate customer interaction calls. The candidate will be responsible for ensuring process compliance, identifying performance gaps, and driving improvements in call quality and process adherence.

• Key ResponsibilitiesAudit and evaluate customer interaction calls.
• Monitor calls to ensure adherence to company policies and process guidelines.
• Identify gaps in communication, process compliance, and customer handling.
• Provide constructive feedback to agents based on audit findings.
• Identify recurring errors and recommend process improvements.
• Track quality scores, audit reports, and agent performance.
• Ensure employees follow defined SOPs and quality standards.
• Conduct regular quality checks and share audit observations with team leaders.
• Support process improvement initiatives to enhance customer experience.
• Prepare daily, weekly, and monthly quality reports.
• Required SkillsGood verbal and written communication skills.
• Strong listening and analytical skills.
• Knowledge of call auditing and quality monitoring.
• Understanding of process adherence and SOP compliance.
• Good observation and problem-solving abilities.
• Basic knowledge of MS Excel and Google Sheets.
• Ability to identify process gaps and suggest improvements.
• Eligibility Criteria6 months to 2 years of experience in Quality Auditing, Call Monitoring, Process Adherence, or Customer Support.
• Experience in BPO, Customer Support, or Quality Assurance is preferred.
• Proficiency in English, Hindi, and at least one regional language.
• Candidates should be comfortable working from the office.

Job Location📍 Kaikondrahalli, Sarjapur, Bangalore.

Work Mode: WFO