QA Consultant

Overview

Evaluate and audit telephone, email and chat conversations and transactions for assigned client processes against pre-defined guidelines, and provide detailed feedback through an evaluation tool.

What you'll do

• Consistently ensure quality variance stays well below threshold and internal quality scores are exemplary.
• Write feedback, where applicable, to support agent-level performance development in line with client instructions.
• Regularly participate in client and internal calibration calls to ensure consistency of scoring and knowledge.
• Meet and exceed daily volume and productivity targets.
• Successfully clear client-specific training and ensure all subsequent updates are understood and implemented.
• Participate in internal and external training programs to continuously hone required skills and knowledge.
• Abide by all HR policies and processes, including code of conduct, attendance and floor discipline.

Details

• Location: Gurgaon, India.