Job Description
Job description
Job Responsibilities: • Monitor and evaluate chats, and emails 100+ in a day to ensure quality standards are met. • Identify areas of improvement and provide actionable feedback to agents. • Prepare and share weekly/monthly quality reports • Collaborate with training and operations teams to implement process improvements. • Conduct calibration sessions, quality session, Dip check, TNI, BQM, CSAT & DSAT Analysis to ensure consistency in evaluations. • Assist in updating quality guidelines and audit forms based on business needs. Skills & Requirements: • 1–3 years of experience in a QA role, preferably in a fintech, banking environment. • Strong analytical and communication skills, Fluent in Hindi and English is must • Candidates must graduate with any Stream • Attention to detail and a proactive attitude toward problem-solving. • Familiarity with QA tools and CRM systems and prepping the dashboards • knowledge of Excel is must • Its 7 da...