Job Description

Sr. Quality Evaluator for a B2B Australian sales campaign.

Location- Gurgaon (WFO)
No. of positions opened- 2
CTC- up to 40K + Attendance Bonus+ Incentive.
Shift- 7:00 AM to 4:30 PM (Monday to Friday)

We are seeking a highly skilled and experienced Sr. Quality Evaluator to join our team. The Quality Evaluator will be responsible for assessing the quality of interactions between our team members and customers to ensure adherence to established quality standards and guidelines. The ideal candidate should have a minimum of 3 years of experience in quality auditing and coaching monitoring with an international BPO, with a keen eye for detail and a passion for continuous improvement.

Responsibilities:

Conduct Quality Audits: Evaluate the quality and accuracy of interactions (calls, emails, chat, etc.) between team members and customers according to predefined criteria and performance metrics.

Coaching and Feedback: Provide constructive feedback and coaching to team members based on the results of quality audits to enhance their performance and adherence to quality standards.

Performance Analysis: Analyze quality evaluation data and identify trends, areas of improvement, and training needs to improve overall team performance.

Compliance and Standards: Ensure that team members adhere to company policies, procedures, and industry regulations during customer interactions.

Reporting: Prepare and present regular reports on quality evaluation results, highlighting areas of excellence and areas for improvement to management.

Training and Development: Collaborate with training teams to develop and deliver targeted training programs aimed at improving the overall quality of customer interactions.

Calibration Sessions: Participate in calibration sessions with other evaluators and stakeholders to ensure consistency and fairness in the evaluation process.

Required Knowledge, Skills, and Abilities

• quality auditing
• coaching
• compliance

Education + Experience

• Qualification: Degree