Role and key responsibilities:
- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
- Participate in calibration and call listening to sessions with Quality staff, Delivery and clients to ensure scoring consistency and best practice implementation
- Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
- Participate in quality task force with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
- Contribute to maintaining forms and legends documents
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
- Maintain and review QA score card
Key Skills and Knowledge:
- Proven experience in Quality TL methodologies and soft skills (communication skills, critical thinking, time management, team building, etc.)
- Strong communication skills, both written and verbal
- Proficient in Microsoft Office
- Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
- Self-starter, sense of urgency, and works well under pressure.
- Strong attention to detail
- Sense of professionalism and ability to develop good relationships.
- 4 yrs total exp + 1 yr same role + BFSI preferred
Educational qualification: Bachelors Degree in related field with two to four years of relevant experience preferred.
