Description

You will manage quality standards and process improvements within the contact center environment.

Responsibilities

• Conduct process-related audits and checks to ensure audit accuracy and quality scores.
• Facilitate and lead calibration sessions to maintain consistency across the team.
• Perform training need analysis and implement interventions to improve performance.
• Develop and maintain consistent documentation of SOPs across all contact center processes.
• Prepare MIS reports and track performance metrics, ensuring accuracy and adherence to timelines.
• Identify skill gaps and manage talent development through ongoing feedback loops and customer insights.

Required Skills

• 5+ years of experience in quality analysis or process improvement.
• Proven ability in performing training need analysis and executing training.
• Experience in audit accuracy and maintaining quality scoring standards.
• Strong capability in process improvement and documentation of SOPs.
• Expertise in preparing MIS and performance reports.
• Ability to manage feedback turnaround times (TAT) and targets.
• Experience participating in curriculum updates and companywide projects.
• Any Graduate degree.

Key Skills

Education

Any Graduate