Audit the number of calls/orders as defined in the Quality plan.
Provide the concerned CCE with feedback on the audited call/orders.
Provide inputs to the training team for conducting refresher training in consultation with Program Manger Quality.
Training new QAs on witness and other applications involved in Quality proves.
Maintain Quality reports for the respective queue.
Handle calls, conduct training, make presentations.
Conduct QA induction for new hire before they go live on the floor.
Minimum 6 years of experience in Quality at inbound call center
A minimum of 6 - 10 years of experience in the ITeS/BPO industry.
Strong interpersonal and communication skills.