Roles and Responsibilities:
QA should audit the calls of the team assigned to them.
QA should complete the daily audit targets assigned to them.
100% of all agents under their purview to be covered.
QA should document feedback for all calls by EOD to the respective Team Leaders, AMs & process owners.
Should be part of weekly internal calibration sessions where variance percentage should be + or 5%.
Should conduct coaching sessions and huddles as and when required.
Highlight appreciation calls as and when the same is identified.
Identify process gaps during the course of audits and raise necessary requests to close the same.
Share the daily / weekly / monthly audit reports across CS as per requirement.
Experience*1 Year- 6 Years
Salary*Best in Industry