Roles & Responsibilities

1. Design Audit forms in line with process guidelines across touchpoints
2. Monitor calls/emails/chats as per audit forms & identify Fatal & Non-fatal errors
3. Identifying historical trends through data analysis to identify agent training needs
4. To conduct regular Feedback sessions for Agents.
5. Publish daily, weekly & monthly Quality Reports.
6. To conduct calibration sessions with operations and training team.
7. Conduct quality improvement sessions for agents
8. Define SOPs as per process updates/product developments & cascade to team
9. Identify product changes basis transaction audits

Technical Skills

1. Excellent knowledge of MS Word, PowerPoint & Advanced Excel
2. SOP & Content design

Skill Set requirement

1. Minimum 4-5 years’ experience with atleast 2 years’ experience as QA
2. Excellent verbal, written and interpersonal communication skills
3. Eye for details & strong analytics
4. Must be self-motivator and self-starter
5. Focus on quality and customer service
6. Exceptional listening and analytical skills
7. Ability to multitask and successfully operate in a fast paced, team environment