Key Responsibilities

• Monitor Customer Interactions: Evaluate calls, chats, and emails to ensure customer service agents follow company guidelines, compliance requirements, and best practices.
• Quality Scoring: Apply standardized evaluation criteria to assess agent performance on factors like communication skills, adherence to scripts, professionalism, and problem‑solving abilities.
• Feedback and Coaching: Provide detailed and constructive feedback to agents based on evaluation findings on the calls. Support agents in understanding quality expectations and enhancing their customer interaction skills.
• Process Improvement: Identify trends, recurring issues, and areas for improvement in service delivery. Work with team leaders /CM to implement corrective actions and refine training programs.
• Reporting: Prepare regular reports on QA findings, summarizing key insights, improvement areas, and p...