Responsibility:-

● Perform call monitoring and develop process improvements to improve the quality

and effectiveness of calls when required.

● Provide feedback to associates regarding the call cycle and catered leads.

● Work with supervisors and management to ensure that all the Customer Experience

professionals are meeting the quality standards.

● Create reports documenting errors and issues for fixing.

● Coordinate and facilitate call calibration sessions.

● Participate in designing call monitoring formats and provide trend data to the

management team.

● Conduct Hygiene checks and Root cause analysis.

Qualifications and Skill Sets:-

● Minimum Bachelor's Degree.

● Minimum 2 yrs of experience as a Quality Auditor/Analyst.

● Should be well versed with G-Suite and Microsoft Excel.

● Should have excellent communication skills.