Subject Matter Expert

If you or someone you know is looking for an exciting career opportunity with a dynamic team, this could be the perfect fit! Join us in shaping the future and make a difference with your expertise.

Position Overview:

We are seeking a highly skilled and experienced Subject Matter Expert (SME) in Call Audits and Quality Check to join our team. The ideal candidate will have a strong background in calling operations, with a proven track record in auditing calls, ensuring quality standards, and managing teams. This role requires proficiency in Hindi and English and will involve providing insightful feedback to enhance overall performance.

Key Responsibilities:

• Call Audits: Conduct thorough audits of calls to ensure adherence to quality standards and company policies.
• Quality Check: Evaluate call performance, identify areas for improvement, and implement strategies to enhance service quality.
• Team Management: Supervise and mentor a team of call auditors, providing guidance, training, and support to ensure high performance.
• Insight Generation: Analyze audit data and generate actionable insights to drive improvements in calling processes and customer interactions.
• Reporting: Prepare detailed reports on audit findings, quality metrics, and performance trends, and present these reports to management.
• Process Improvement: Collaborate with other departments to develop and implement quality improvement initiatives.
• Client Interaction: Address and resolve any quality-related issues raised by clients or internal stakeholders.