2 - 5 years
3 - 4 Lacs
Posted:2 weeks ago|
Platform:
Work from Office
Full Time
Key Responsibilities
- Mointor live and recorded calls to evaluate agent performance against quality standards.
- Identify communication, process, and product-related gaps and provide actionable feedback.
- Create quality reports and share insights with team leads and operations Managers
- Collaborate with training teams to address knowledge gaps through coaching and workshops
- Maintain calibration with internal and client quality expectations
- Provide suggestions for process and quality improvements
- Conduct root cause analysis on repeat issues or customer complaints.
- Maintain accurate records of monitoring and feedback provided
- Assist in developing call quality checklists, scorecards, and SOPs.
Star Health Insurance
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