QA - Customer Support

QA - Customer Delight Team

Responsibilities

• Monitor and evaluate chats, and emails 100+ in a day to ensure quality standards are met.
• Identify areas of improvement and provide actionable feedback to agents.
• Prepare and share weekly / monthly quality reports
• Collaborate with training and operations teams to implement process improvements.
• Conduct calibration sessions, quality session , Dip check , TNI , BQM, CSAT & DSAT Analysis to ensure consistency in evaluations.
• Assist in updating quality guidelines and audit forms based on business needs .

Skills & Requirements

Skills Required

Excel, Crm Systems