Key Responsibilities:
* Monitor and evaluate team performance through regular audits and quality checks.
* Analyze calls, emails, and process workflows to ensure compliance with company standards and SOPs.
* Prepare quality reports, feedback reports, and performance analysis reports.
* Identify process gaps and recommend corrective actions for continuous improvement.
* Conduct feedback and calibration sessions with team members and team leaders.
* Ensure adherence to company policies, client requirements, and operational guidelines.
* Maintain accurate documentation of quality assessments and observations.
* Coordinate with operations and management teams to improve overall productivity and service quality.
* Track error trends and suggest training requirements wherever necessary.
Required Skills:
* Strong analytical and problem-solving skills.
* Excellent verbal and written communication skills.
* Good knowledge of MS Excel, Google Sheets, and reporting tools.
* Ability to handle multiple tasks and meet deadlines.
* Strong attention to detail and observation skills.
* Team handling and feedback management capability will be an added advantage.
Qualification:
* Graduate in any discipline.
* Prior experience in Quality Analysis, Operations, BPO, or Process Management preferred.
Pay: ₹15,000.00 - ₹20,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
