Lead Associate - Transactional Quality - Bangalore

You will be responsible for monitoring and evaluating inbound and outbound calls and emails as per the supplier's criteria and Client requirements. You will document quality issues and performance measures for management review, providing information to aid in agent feedback and formal education processes. Sharing results with Team Leads (and Operations Leader, if necessary) to facilitate individualized feedback to agents will also be part of your role. Additionally, you will provide Quality evaluation reports to the Client, track actions taken for improvement, and conduct transactional audits through various methods like recorded calls, remote or SBS, internal error checking, data scrubbing, calibration, and Quality certification processes. To qualify for this position, you should hold a Graduate/Post Graduate degree. Exception will be considered if you have more than 2 years of experience as a QA. Proficiency in Microsoft Office packages (Word, Outlook, Excel), excellent interpersonal and communication skills, and high attention to detail and accuracy are required. You should possess the ability to analyze, validate, and interpret data/reports, multitask, work under pressure, cope with high volumes of work, handle pressures and setbacks, document problems and aid in their resolution, document processes and identify areas for improvement, adapt to change quickly in a fast-paced environment, prioritize and manage workflow efficiently. Furthermore, this role may require travel, and having a valid passport is essential. (Note: No headers will be previewed in the final JD),