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We are hiring for Call Quality Process Developers
Functional Roles & Responsibilities :
This is a role that would involve handling various tasks but not limited to the following :
Complete quality certification prescribed by Quality Team
Audit surveyed calls and provide verbatim feedback using the prescribed monitoring tool
Provide assistance in facilitating or co-facilitating coaching and feedback session with agents
Consolidate quality data and maintain the internal Quality dashboard
Provide data and root cause analysis on audited calls
Capable of providing feedback and input on training needs, as needed
Proactive in offering suggestions and solutions for team improvement
Should have basic knowledge on MS Office (Word, Excel, Powerpoint)
Good written, verbal and interpersonal communication skills
Detail & process oriented
At least 6-months to 1 year background in Call Quality
Relevant experience in working with multiple stakeholders and domains, a plus