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.

 • Hands on experience in MS Excel, Power Point prese...