Job Description: Quality Lead:
Position Overview: The Quality Lead will be responsible for ensuring excellence in chat and email-based customer support operations within a BPO contact center. This role focuses on monitoring, evaluating, and improving agent performance, ensuring compliance with quality standards, and driving initiatives that enhance customer satisfaction and operational efficiency across non-voice channels.
Key Responsibilities
Quality Monitoring
Audit chat and email interactions to assess accuracy, tone, compliance, and resolution effectiveness.
Provide structured feedback and coaching to agents.
Conduct calibration sessions to align quality standards across teams.
Performance Management
Track KPIs such as CSAT (Customer Satisfaction Score), NPS, FCR (First Contact Resolution), AHT (Average Handling Time), and email response SLA.
Support team leaders in performance reviews and improvement plans.
Drive continuous coaching and mentoring init...