Job description

Role and Key Responsibilities:

• Conduct Quality audits on Calls and share feedback with agents.

• Conduct compliance and Quality checks and ensure timely reporting.


• Drive continuous improvement - make recommendations and drive improvement.


• Strengthen Quality management processes/ framework to improve quality delivery.


• Ensure data management for all deliverables and be accessible without any delay.


• Participate in internal & external calibrations to ensure consistent scoring & feedback delivery approach.

Key skills & knowledge:

•
Minimum 6 months experience into BPO/call centre as Quality Auditor

•
Understanding of the Audit & Coaching process.

• Good verbal and written communication skills...