Job Description
- Lead quality assurance initiatives across inbound/outbound telecom processes to ensure adherence to service standards, compliance requirements, and customer experience benchmarks.
- Conduct regular call audits, transaction quality checks, and provide actionable feedback to improve agent performance.
- Analyze quality metrics such as AHT, FCR, CES, VOC, and repeat call trends to identify improvement opportunities.
- Collaborate with operations, training, and client teams to implement corrective action plans (CAPA) and preventive measures to reduce errors and escalations.
- Drive continuous improvement projects using methodologies like Lean, Six Sigma, RCA, and PDCA.
- Prepare and present quality reports, dashboards, and insights for leadership decision‑making.
- Facilitate training, coaching, and refresher sessions for agents and team leaders on quality standards and customer handling guidelines.
- Ensure compliance with t...
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