- Interaction Monitoring: Regularly review customer service calls, chats, and emails to evaluate empathy, accuracy, and adherence to company protocols.Performance Analysis: Track key performance indicators (KPIs) such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Average Handle Time (AHT).Feedback and Coaching: Deliver constructive, data-backed feedback to support agents and design training materials to bridge skill gaps.Process Improvement: Identify root causes of recurring customer complaints and work with cross-functional teams to refine workflows and policies.Quality Standards: Help define and update internal quality benchmarks, participating in calibration sessions to ensure evaluations are fair and consistent.
Pay: ₹18,455.00 - ₹1,482,431.93 per month
Benefits:
Work Location: In person
