Roles and Responsibilities
- Conduct call audits to ensure quality standards are met.
- Evaluate calls based on predefined criteria, providing feedback to agents for improvement.
- Collaborate with team members to identify areas of excellence and implement process improvements.
- Develop and maintain calibration materials, ensuring accuracy and relevance.
- Provide constructive feedback to agents, promoting continuous learning and development.
Desired Candidate Profile
- 2-7 years of experience in a similar role (quality analyst or call auditor).
- Strong understanding of QC tools such as Call Quality, Call Calibration, Call Monitoring, Quality Audit, etc.
- Excellent communication skills with ability to provide clear feedback effectively.
