Voice Process Agent

Key responsibilities:

. Quality Assurance

• Conduct quality audits of inbound and outbound customer interactions.
• Evaluate calls against defined quality parameters, compliance requirements, and customer experience standards.
• Provide structured feedback to agents and Team Leaders to improve performance.
• Identify trends, recurring issues, process gaps, and opportunities for improvement.
• Maintain audit trackers, quality scorecards, and calibration records.
• Participate in internal and client calibration sessions.
• Ensure adherence to SOPs, quality frameworks, and process guidelines.
• Drive quality improvement initiatives to enhance customer satisfaction and operational efficiency.
• Perform root cause analysis on quality defects and recommend corrective actions.
• Publish quality reports, dashboards, and performance insights.

Training Support (Additional Responsibility)

• Conduct new hire quality orientation sessions.
• Deliver refresher training programs based on quality findings and process updates.
• Assist in creating and updating training materials, SOPs, FAQs, and knowledge repositories.

Support floor coaching and mentoring initiatives.