Key Responsibilities:
Monitor and evaluate employee performance based on quality parameters.
Conduct call quality audits and maintain audit records.
Prepare daily, weekly, and monthly quality reports.
Identify process gaps and recommend corrective actions.
Provide performance feedback and coaching to improve quality.
Analyze quality trends and suggest process improvements.
Coordinate with Team Leaders and Managers to resolve performance issues.
Develop quality scorecards and evaluation criteria.
Support training teams by identifying knowledge gaps.
Required Skills:
Strong analytical and problem-solving skills
Excellent verbal and written communication
Attention to detail and high accuracy
Knowledge of quality monitoring techniques
MS Excel, Word, and PowerPoint proficiency
Good reporting and documentation skills