Job Type : Full Time Job Location : Gurugram

General Description

Evaluate & audit conversations / transactions on behalf of assigned client process (s) as per pre-defined guidelines ensuring zero / minimal quality variance while maintaining productivity parameters.

Key Responsibilities & Accountabilities

Job Description [Mandatory]

• Consistently ensure that quality variance is well below the threshold, and internal quality scores are exemplary.
• Write accurate feedback, if applicable, to enthuse performance development at an agent level, and per client instructions.
• Regularly participate in client / internal calibration calls to ensure consistency of scoring & knowledge.
• Meet and exceed daily volume and productivity targets.
• Successfully clear the client-specific training and ensure all subsequent updates are well understood & implemented.
• Participate in various internal / external training programs to continuously hone the required skills and knowledge base.
• Abide by all HR policies and processes, including but not limited to code of conduct, attendance, and floor discipline.
• Report to respective TL as per set guidelines Participate in internal & client calibrations calls to ensure consistent quality.

Education Requirement [Mandatory]

Mandatory Profile Requirements (Competencies & Skills)

Desired Profile Requirements [Good to have]