Key Responsibilities:

Call Evaluation:

● Listen to recorded or live customer service calls to evaluate and assess

agent performance.

● Analyze calls against predefined quality metrics and standards.

● Identify areas where agents excel and areas that need improvement.

Quality Assessment:

● Develop and maintain a standardised evaluation process to measure call

quality.

● Score calls based on predefined criteria, such as adherence to scripts,

professionalism, accuracy, and resolution of customer issues.

● Provide objective feedback to customer service representatives to help

them improve their performance.

Feedback and Coaching:

● Conduct regular feedback sessions with agents to discuss call evaluation

results.

● Provide constructive feedback and coaching to help agents enhance

their skills and meet performance goals.

● Collaborate with supervisors and managers to create individual

improvement plans for underperforming agents.

Data Analysis:● Analyse call quality data and trends to identify recurring issues or

training needs.

● Prepare reports and summaries of findings to share with management

and stakeholders.

Process Improvement:

● Collaborate with training teams to develop and update training materials

and programs.

● Participate in the development of new processes and best practices to

enhance overall call quality.

Compliance and Documentation:

● Ensure that agents comply with company policies, procedures, and

industry regulations.

● Maintain detailed records of call evaluations and feedback sessions.

Continuous Learning:

● Stay updated on industry trends and best practices in call center quality

assurance.

Required Skills & Responsibilities:

● Detail-oriented

● Active listening

● Fault finding and gap analysis skills

● Honesty

● Integrity

● Coaching skills

● Minimum 2 years of experience in audit at the BPO level for chat, email,

and calls.