Description

You will lead a team of approximately 20 QA professionals to ensure high-performance delivery across all quality parameters.

Responsibilities

• Audit product, process, communication, and soft skill interactions to ensure compliance with internal policies and regulations.
• Conduct audits and provide feedback to improve training throughput, conversion, and customer experience scores.
• Analyze data to create designated reports, presentations, and Training Needs Analysis (TNA).
• Participate in calibration sessions to maintain consistent scoring and feedback delivery.
• Identify process gaps and business risks, making recommendations to drive continuous improvement.
• Provide real-time production support on the floor as required by the business.

Required Skills

• 5-7 years of experience in Call Center Customer Service environments.
• Bachelor Degree.
• Strong proficiency in Data Handling and Data Interpretation.
• Expertise in audit and coaching processes.
• Advanced verbal and written communication skills with excellent comprehension.
• Hands-on experience with MS Office, specifically MS Excel and PowerPoint.
• Proven ability to observe, analyze, and deliver constructive feedback.
• Strong analytical, quantitative, and problem-solving skills.
• Ability to work under pressure and manage structured thinking within a process-oriented environment.

Key Skills

Education

Bachelor Degree