• Primarily responsible to work on quality process implementation and improvement
• Contributes in design of call monitoring formats and quality standards
• Performs weekly, bi-weekly or monthly call monitoring and provides feedback to site manager
• Uses quality monitoring system to compile and track performance at team and individual level
• Participates in customer and client listening programs/sessions to identify customer needs and expectations
• Provides actionable data to various internal support groups as needed
• Coordinates and facilitates call calibration sessions for contact center agents
• Provides feedback to contact center team leaders/supervisors and managers and suggest improvement measures
• Prepares and analyzes internal and external quality reports for management review
• Defining SOPs and scripts for contact center agents
• Contributes in refining details and standardizing procedures and scripting to ensure a uniform approach by the whole team
• Preparing and conducting weekly quizzes, compile and analyze the results, and share feedback with the team leads/supervisors and/or site manager
• Provide training, coaching, feedback and assistance to contact center agents to ensure they understand new policies and procedures or product/service updates for quality
• Work as a CSR as per need.
• Participate in all training & development activities as per management’s suggestion
• Adhere to set schedule and demonstrate flexibility for the given shift timings.
• Any task assigned by the management
• Responsible for information security tasks within own work scope

Knowledge, Skills and Personal Characteristics:

• Quality inspection, auditing and testing experience preferably with a background from call center.
• Soft, polite and good understanding of customer services.
• Strong computer skills including Microsoft Office and databases
• Flexible and open personality.
• Good verbal and written communication skills.
• Good American accent.
• Data collection, management and analysis skills
• Problem analysis and problem solving
• Planning and organizing
• Decision-making
• Customer service orientation
• Teamwork
• Spark to learn and make a career in the relevant field.