Quality Service

• • Evaluate Interactions: Review and score a sample of customer service calls, chats, and emails based on established scorecards and quality standards. • Deliver Constructive Feedback: Hold regular one-on-one coaching sessions with agents to review evaluations and highlight areas for growth. • Analyze Metrics & KPIs: Track key performance indicators (KPIs) like CSAT (Customer Satisfaction), First Response Time (FRT), and Internal Quality Score (IQS) to see how quality impacts overall business goals. • Participate in Calibration Sessions: Meet with team leads and managers regularly to align evaluation standards and ensure scoring consistency across reviewers. • Identify Training Needs: Spot recurring customer pain points or agent knowledge gaps, then collaborate with onboarding teams to update Standard Operating Procedures (SOPs) and training materials. • Reporting: Compile monthly and weekly quality performance reports for supervisors and leadership.

Pay: ₹18,455.00 - ₹1,490,000.00 per month

Benefits:

• Provident Fund

Work Location: In person