Job Description

: Work with inhouse L2/L3 agents to drive overall quality performance. Monitor, report and analyze both quality monitoring audits and customer satisfaction survey results across all channels. Track and monitor quality related metrics and initiate plans for corrective actions across all channels. Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service. Facilitate regular calibration sessions to ensure consistency in quality requirements and standards. Collaborate with both internal and external stakeholders to ensure understanding of key quality. processes and re-engineer current processes so as to improve overall quality. Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions. Manage the overall quality performance of outsourced vendor partners Work closely with the regional team to ensure quality strategy alignment. Requirements: 3+ years of experience in QA Strong communication skills in English (verbal and written) Critical thinking and problem-solving skills Self-starter with strong sense of curiosity Work experience as a Customer Service QA similar role or BPO (Business Process Outsourcing). Good team player with positive attitude and strong sense of integrity and responsibility Exposure to a strong customer oriented environment, must be quality service oriented. Strong process orientation, must be logical and able to follow processes and adapt to changes.

foundit