Quality Executive

A1 to A2

• Average PMI (last 6 months)/PMS rating 3 and above
• Min 1 year in current role
• No Warning Letter issued in the past 3 months
• Mandatory E-learning courses certified wherever applicable

• Responsibilities
• To monitor and evaluate the performance of the CCEs and suggest their improvement areas
• To provide feedbacks to the CCEs based on the internal / external audits to improve the CCEs performance on the call and to identify training needs.
• To take part in calibrations with the client, OPS, Training and help to resolve the disputes.
• To ensure the process is meeting Client KPIs such as CSAT and Quality scores
• To conduct Quality sessions to share areas of improvements based on the feedback of audits.
• Mock call and OJT certification of New Hire Batches
• Ensure higher Client satisfaction scores
• Identification of root causes and preparing Corrective actions
• To give inputs to the CCEs on their improvement areas
• Key Deliverables
• Call audits as per plan, achieving quality levels as per KPI standards

• Communication skills were average, whereas the support role requires strong communication skills.
• The candidate was not familiar with the key Quality KRAs.
• The candidate was unable to answer the scenario-based questions satisfactorily.