Everest Fleet Pvt Ltd is looking for Quality Controller in call Center
Call Evaluation & Quality Scoring
- Core Responsibility: Regularly monitoring live or recorded calls, emails, or chats to score agent performance based on tone, empathy, script adherence, and accuracy.
- Key Metrics: Call Quality Score, Critical Error Rate, Customer Satisfaction (CSAT) score alignment. [1]
2. Training & Coaching Identification
- Core Responsibility: Identifying the root cause of repeated performance issues, spotting knowledge gaps, and translating them into actionable coaching points.
- Key Metrics: Number of coaching sessions conducted, Agent Improvement Rate post-coaching, reduction in errors. [1, 2, 3]
3. Compliance & Process Adherence
- Core Responsibility: Ensuring that all interactions strictly follow company policies, legal regulations (e.g., GDPR, PCI), and standard operating procedures.
- Key Metrics: Compliance failure rate, Security/Verification pass rate, script adherence percentage. [1, 2, 3, 4]
4. Customer Experience (CX) & Process Improvement
- Core Responsibility: Analyzing customer feedback trends to redesign flawed workflows, streamline processes, and improve the overall end-user experience.
- Key Metrics: First Contact Resolution (FCR) rate, Average Handling Time (AHT) trends, Net Promoter Score (NPS). [1, 2, 3, 4]
5. Reporting & Stakeholder Collaboration
- Core Responsibility: Compiling statistical reports on agent and team metrics, and sharing these performance insights regularly with Team Leaders and Operations Managers.
- Key Metrics: QA Audit completion rate, calibration variance (alignment with Team Leader scores), report delivery timeline. [1, 2, 3, 4]
Further ExplorationIf you want to delve deeper into mastering call center QA operations, explore these resources:
- Understand the core competencies and daily functions
Contact HR
9791192353
Pay: ₹25,000.00 - ₹30,000.00 per month
Work Location: In person
