Job Type: Full Time
Job Location: Gurugram
General Description
Evaluate & audit conversations/transactions on behalf of assigned client process (s) as per pre-defined guidelines ensuring zero/minimal quality variance while maintaining productivity parameters.
Key Responsibilities & Accountabilities
Job Description [Mandatory]
Consistently ensure that quality variance is well below the threshold, and internal quality scores are exemplary. Write accurate feedback, if applicable, to enthuse performance development at an agent level, and per client instructions. Regularly participate in client / internal calibration calls to ensure consistency of scoring & knowledge. Meet and exceed daily volume and productivity targets. Successfully clear the client-specific training and ensure all subsequent updates are ...