- Quality Monitoring: Review customer interactions (e.g., calls, emails, chats) against established company scorecards and rubrics.Performance Analysis: Track Key Performance Indicators (KPIs) like CSAT (Customer Satisfaction), FRT (First Response Time), and defect rates to identify performance trends.Coaching & Feedback: Provide constructive, actionable feedback to agents and staff to improve the overall customer experience.Process Improvement: Identify root causes of service failures and collaborate with cross-functional teams to refine workflows.Reporting: Document QA activities and create audit or performance reports for management.Calibration Sessions: Participate in team calibrations to ensure evaluations remain fair and consistent across all reviewers.
Job Types: Full-time, Part-time, Permanent
Pay: ₹18,455.00 - ₹28,755.00 per month
Benefits:
Work Location: In person
