Key Responsibilities

• Execute Transaction and call monitoring in line with agreed service quality plan.
• Provide coaching and feedback to agents.
• Perform RCAs and report findings to Operations to develop actions for mitigation.
• IdentifyTraining needs and work collaboratively.
• Participate in calibration sessions to bring about consistency in evaluation.
• Process transactions/take calls to remain hands on process domain.
• Perform process audits to ensure compliance to SOPs.
• Share audit outcomes during pre and post shift team huddles.

Key Requirements

• Bachelor's degree graduate, any field.
• 2 to 3 years experience in the BPO industry within the Quality tower/process
• Prior QA experience is required
• Ability to work collaboratively and effectively in remote environments.
• Eye for details – Analytical Ability.
• Collaborative partnership with othe...