Roles & Responsibilities
- Monitor and evaluate recorded calls for quality, compliance, and customer experience.
- Assess agent adherence to scripts, communication standards, and process guidelines.
- Identify performance gaps and recommend coaching, feedback, or training needs.
- Prepare, maintain, and present quality assessment reports on a regular basis.
- Document non-compliance issues and share findings with operations and relevant teams.
- Collaborate with operations and training teams to enhance processes and agent performance.
- Ensure compliance with company policies, client requirements, and legal regulations.
- Participate in calibration sessions to maintain consistent quality standards.
- Support quality-related escalations and contribute to resolution efforts.
- Stay updated on client guidelines, industry standards, and quality assurance best practices.
Desired Skills & Competencies
- Excellent verbal and written communication skills with a neutral accent.
- Typing speed of minimum 30 words per minute.
- Basic knowledge of MS Office (Excel preferred) and computer applications.
- Previous experience or exposure to APS retrieval calling and Quality Assurance is an added advantage.
- Strong analytical skills, attention to detail, and problem-solving ability.
