Job Description

Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email

Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)

Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices

Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes

Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies

Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)

Contribute to maintaining forms and legends documents

Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Key Skills and Knowledge:

Proven experience in Quality TL methodologies and soft skills (communication skills, critical thinking, time management, team building, etc.)

Strong communication skills, both written and verbal

Proficient in Microsoft Office

Demonstrated ability to multi-task, prioritize, and meet timelines of deliverable.

Self-starter, sense of urgency, and works well under pressure.

Strong attention to detail

Sense of professionalism and ability to develop good relationships.

4 yrs total exp + 1 yr same role + BFSI preferred

Educational qualification: Bachelor's Degree in related field with two to four years of relevant experience preferred.

Job Types: Full-time, Permanent

Pay: Up to ?750,000.00 per year

Benefits:

• Health insurance

Schedule:

• Rotational shift

Supplemental Pay:

• Performance bonus

Work Location: In person