Key Responsibilities:
Conduct daily audits across data entry, training, and call/email communication processes.
Perform CSAT and DSAT analysis to identify improvement areas and customer pain points.
Identify bottom quartile performers and assist in targeted coaching interventions.
Monitor and evaluate training sessions; conduct audits to assess training effectiveness.
Deliver refresher training sessions or corrective coaching where required.
Ensure SOP and script adherence across processes; suggest improvements proactively.
Create and maintain dashboards and reports such as DPR (Daily), WPR (Weekly), MPR (Monthly).
Collaborate with operations and training teams on TNI (Training Needs Identification) and implement PIP (Performance Improvement Plans) as needed.
Utilize CRM tools and audit software to track quality metrics and generate reports.
Design, update, and maintain SOPs and quality checklists for all monitored processes.
Apply effective feedback techniques to support employee development and service quality improvement.
Present quality dashboards and summaries to management with actionable insights.
Assist in establishing quality frameworks for new projects and process rollouts.