Grade: 8
Location: ABS
INTERPERSONAL SKILLS:
Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning -
Customer Centricity.
TECHNICAL SKILLS:
Analytical – Computer.
LANGUAGE SKILLS:
English: B2
PROFESSIONAL
EXPERIENCE:
2-3 years
KEY RESPONSIBILITIES:
-
Monitor either remotely or on a recorded basis and evaluate agents, team leaders & Trainers' performance (script,
data, process consistency, product knowledge, and behavior) for all transactions to ensure quality service.
- Implement quality assurance standards, evaluate the adequacy of quality assurance and standards
- Oversee all verification processes (Calibrations, Quizzes, tests or certifications & quality induction).
- Identify failures and potential failures to recommend action plans/preventive actions and communicate results with
the concerned management.
- Identify quality variations from metrics and documents related to quality issues/cases.
- Validate and brief investigations team when required and ensure accurate meaningful reports are prepared within
previously agreed timescales and support and advise project’s stakeholders in all issues relating to quality compliance
- Carry out the responsibility of gauge scoring for quality executives, team leaders, and trainers.
- Analyzing and correlating C-sat and Quality Data to provide a root cause for the needed KPIs
- Meet with stakeholders to provide an effective action plan
- Following up on the action plan fulfillment, accuracy, and Impact
