Sr Quality Evaluator

High performance delivery on all quality parameters.

Audit chats & calls on Product/process, Communication and soft skills parameters.

Conduct audits and feedback for the targeted population with the objective of improving scores, driving integrity & proficiency.

Data analysis and creation of designated reports/presentations.

Participate in calibrations to ensure consistent scoring & feedback delivery

approach.

Communicate to heighten awareness and focus on the importance of positive customer experience.

Make recommendations and drive improvement.

Reduce the learning curve and help enhance the product/process knowledge of new team members.

Ensure that internal policies, procedures and compliance regulations are being followed.

Customer/client Interactions.

Leverage process knowledge to proactively identify areas of concern & highlight to the change Team.

Prepare TNA, publish and execute for 100% closure.

Key Skills and knowledge:

Technical knowledge with Good English communication - sentence construction, grammar, punctuation etc.

Must have the ability to work under pressure.

Understanding of the Audit & Coaching process.

Ability to observe, analyse and give constructive feedback.

Presentation, Feedback & Coaching skills.

Hands on experience in MS-Office- preferably in MS-Excel and Power Point

Interpersonal skills and Teamwork

Analytical / Quantitative skills

Data Handling / data interpretation

Process orientation & structured thinking

Educational qualification: Graduation