Lead quality assurance initiatives across inbound/outbound telecom processes to ensure adherence to service standards, compliance requirements, and customer experience benchmarks.
Conduct regular call audits, transaction quality checks, and provide actionable feedback to improve agent performance.
Analyze quality metrics such as AHT, FCR, CES, VOC, and repeat call trends to identify improvement opportunities.
Collaborate with operations, training, and client teams to implement corrective action plans (CAPA) and preventive measures to reduce errors and escalations.
Drive continuous improvement projects using methodologies like Lean, Six Sigma, RCA, and PDCA.
Prepare and present quality reports, dashboards, and insights for leadership decisionmaking.
Facilitate training, coaching, and refresher sessions for agents and team leaders on quality standards and customer handling guidelines.
Ensure compliance with telecom regulatory requirements and internal quality policies.
Support client quality calibration sessions to maintain alignment and consistency in quality scoring.
Project Outcomes:
Improved call quality scores and adherence to KPIs.
Reduction in customer complaints, call escalations, and error rates.
Enhanced customer satisfaction and NPS.
Higher agent efficiency through targeted coaching and performance improvement plans.
Streamlined quality processes resulting in consistent, predictable service delivery.
