Description

Manage quality standards and process improvements within the contact center environment. This role is on-site.

Responsibilities

• Conduct process-related audits to ensure audit accuracy and maintain quality scores.
• Facilitate and lead calibration sessions to maintain consistency across the team.
• 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 interventions.
• 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.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Graduate