BPO Call Quality – Roles & Responsibilities
- Monitor and evaluate inbound/outbound calls as per the quality parameters.
- Audit calls for communication, product knowledge, process adherence, compliance, and customer handling.
- Ensure agents follow the approved call flow, script, and company policies.
- Prepare daily, weekly, and monthly call quality reports.
- Provide timely feedback and coaching to agents based on call audits.
- Identify recurring errors and areas for improvement.
- Conduct one-on-one coaching sessions for low-quality performers.
- Coordinate with Team Leaders and Trainers to improve agent performance.
- Conduct calibration sessions to ensure consistent quality scoring.
- Track quality scores and prepare improvement action plans.
- Identify critical errors and escalate compliance or process violations to management.
- Perform root cause analysis for repeated quality issues.
- Monitor customer experience and suggest improvements in call handling.
- Maintain audit records, feedback trackers, and quality-related documentation.
- Support continuous improvement initiatives to achieve quality and customer satisfaction targets.
Contact Details:
Vikram HR -7305613334
Pay: ₹17,000.00 - ₹20,000.00 per month
Benefits:
Language:
- Telugu (Preferred)
- Malayalam (Preferred)
Work Location: In person
