Job Summary:
The Call Centre Quality Executive is responsible for monitoring and evaluating customer interactions to ensure compliance with organizational quality standards, customer service protocols, and regulatory requirements. The role focuses on improving customer experience by identifying performance gaps, providing constructive feedback, and supporting continuous process improvement initiatives.
Key Responsibilities:
- Monitor and evaluate inbound and outbound customer calls, emails, chats, and other customer interactions.
- Conduct quality audits based on predefined quality parameters and scorecards.
- Ensure adherence to company policies, standard operating procedures (SOPs), and compliance guidelines.
- Provide timely and constructive feedback to agents and Team Leaders to improve performance.
- Identify trends, recurring issues, and training needs through quality analysis.
- Prepare daily, weekly, and monthly quality reports and dashboards.
- Participate in calibration sessions to ensure consistency in quality evaluations.
- Work closely with Operations, Training, and Team Leaders to improve service quality and customer satisfaction.
- Track agent performance and recommend coaching or refresher training where required.
- Monitor critical quality metrics such as CSAT, FCR, AHT, QA Scores, and Compliance.
- Maintain confidentiality of customer information and comply with data privacy regulations.
- Maintain audit records, quality documentation, and evidence required for accreditation assessments.
Qualifications: Bachelor's degree in any discipline.
Experience:
- 1–3 years of experience in a Call Centre Quality/QA role.
- Experience in Healthcare BPO/Customer Service is an added advantage.
Required Skills:
- Strong communication and interpersonal skills.
- Excellent analytical and problem-solving abilities.
- Good listening and observation skills.
- Knowledge of quality monitoring tools and audit techniques.
- Proficiency in MS Excel, Word, and PowerPoint.
- Ability to prepare reports and analyse performance trends.
- Strong attention to detail and accuracy.
- Ability to provide effective training and feedback.
Working Conditions:
- Rotational shifts including weekends and public holidays, as per business requirements.
- Performance-driven healthcare contact centre environment.
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Flexible schedule
- Paid sick time
- Provident Fund
Work Location: In person
