Roles and Responsibilities: 

The key focus is evaluating to ensure that all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience. 

The evaluation and documentation of the client's transaction to ensure that accurate and consistent information is provided to our client, deliver a quota set by the quality control supervisor / manager based on the necessary requirements. 

Meet skill requirements attend call audit workshops, monitor calls as prescribed guidelines, provide feedback to management team, as needed deliver training sessions to agents on key metrics to drive numbers with operations Identify and highlight modes in the process. 

Identify unethical practices / behaviors.

 Desired Candidate Profile: 

Should have sound knowledge of Quality parameters, Quality audit sheets, Quality audits (Call centers) 

Knows how to prepare Quality dashboard, compliance reports Quality analytical skills & report Should be good in MS -Excel, Powerpoint presentation & in the content preparation Skills

Strong Analytical bend of mind Should be able to question the status quo Excellent Understanding of Customer Satisfaction Must be able to Continuously Enhance Selling Skills of agents Excellent Presentation, Feedback & Coaching skills. Technical knowledge of English communication - intonation, syllable, punctuation etc. Ability/readiness to work in sales driven environment Customer service attitude