Key Responsibilities:

• Monitoring and Evaluation:

Listening to and evaluating recorded calls, reviewing chat and email interactions to assess agent performance against established quality standards. 

• Performance Analysis:

Analyzing call data to identify trends, areas for improvement, and potential training needs. 

• Feedback and Coaching:

Providing actionable feedback and coaching to agents based on performance evaluations. 

• Reporting:

Creating and distributing detailed reports on call quality, performance metrics, and identified issues. 

• Training Development:

Collaborating with management/training team to develop and implement training programs to address identified areas for improvement. 

• Quality Improvement:

Identifying and supporting opportunities to enhance overall quality across the contact center. 

• Compliance:

Ensuring adherence to company policies, procedures, and relevant regulations. 

• Process Improvement:

Contributing to the development and implementation of process improvements to optimize the customer experience. 

Skills and Qualifications:

• Analytical Skills: Ability to analyze data, identify trends, and draw meaningful conclusions. 
• Communication Skills: Excellent verbal and written communication skills for providing feedback and creating reports. 
• Coaching and Training Skills: Ability to provide effective coaching and guidance to agents. 
• Attention to Detail: Keen eye for detail to identify errors and areas for improvement. 
• Knowledge of Contact Center Operations: Understanding of contact center processes, metrics, and best practices. 
• Problem-Solving Skills: Ability to identify and resolve issues related to call quality and agent performance. 
• Proficiency in relevant tools and technologies: Experience with call monitoring systems, quality evaluation software, and reporting tools. 

Company Benefits & Perks: 

• Competitive salary package.
• Performance based annual bonus (cash and stocks).
• Hybrid working model (3 days office/week).
• Group Medical & Life Insurance.
• Modern offices with free amenities & fully stocked cafeterias.
• Monthly food card & company paid snacks.
• Hardship/shift allowance with company provided pickup & drop facility*
• Attractive employee referral bonus.
• Frequent company sponsored team building events and outings.

* Depending upon the shifts.

**The benefits package is subject to change at the management's discretion.