QA Professional

Key Responsibilities

• Monitor and evaluate customer interactions, including calls, chats, and emails, as per defined quality parameters.
• Conduct regular quality audits and provide accurate feedback to operations teams.
• Identify process gaps, quality issues, and areas for improvement.
• Prepare and maintain quality reports and performance dashboards.
• Conduct calibration sessions with the operations and QA teams.
• Provide constructive feedback and coaching to agents to improve performance.
• Ensure compliance with process guidelines, company policies, and quality standards.
• Track quality trends and recommend corrective and preventive actions.
• Work closely with Team Leaders and Operations Managers to improve overall process performance.