Job Summary
Quality Associate (QA) will be responsible for ensuring Call, Email & Ticket quality.¿ The QA monitors required samples of voice & non-voice-based transactions on Quality Evaluation form included with predefined quality parameters. ¿ QA also publishes a comprehensive report on the overall quality of the project. ¿ Random & stratified Sampling method will be used to audit the calls and emails¿ Coaching & Feedback sessions¿ Joint call monitoring sessions with respective assigned teams & other stakeholders¿ Provide process updates as per requirement¿ Conduct Team Huddles to discuss the Quality scores and areas of opportunities¿ Provide Feedback/Quality tips to improve customer experience¿ Recognize Agent with excellent performance levels¿ Bottom Quartile management¿ Root cause analysis as per requirement (Complaints, Negative Survey response etc.)¿ Participate in internal/external calibration sessions¿ Drive process improvement initiatives¿ Handle production activities ¿ to answer Call / Chat / ticket volume spikes