Roles and Responsibilities
- Conduct call audits to ensure quality standards are met.
- Perform call calibration exercises with team members to maintain consistency in evaluation criteria.
- Monitor calls for quality assurance purposes, providing feedback to agents on performance gaps.
- Participate in quality checks to identify areas of improvement for training programs.
- Collaborate with the team to develop and implement effective quality control processes.
Desired Candidate Profile
- 6-8 years of experience as a Quality Analyst or similar role.
- Strong knowledge of BPO industry practices and regulations.
- Excellent communication skills (verbal & written) with ability to provide constructive feedback.
