Job Description
Job Type: Full Time Job Location: Jaipur Monitor incoming customer service, outbound lead generation calls of the agents and deliver feedback/coaching Ensure the Process Quality audit targets & SLAs are met Meet set monthly/quarterly targets for leads/calls coverage. Prepare TNI’s for process improvement provide feedback & refresher sessions to agents to improve call quality Prepare weekly and monthly Quality dashboards Conduct...
The Quality Analyst being the expert is responsible to assist the process by auditing telephone communication/transactions of the agents and deliver feedback/coaching. At the same time, ensuring accounts Quality SLA’s are met. Prepare TNI’s for process improvement, ensure all the process updates are properly disseminated, and conduct internal-external calibrations to identify gaps and create action plans to maintain hygiene in the process.
Job Description: