Ensure service delivery aligns with established quality standards, elevating customer satisfaction and operational efficiency. Drive continuous improvement through meticulous evaluation, fostering excellence in the BPO organization.

• Bachelor's Degree
• 3+ years of Customer Services Quality Assurance
• Strong Intellectual Skills & Communication Skill (Written & Verbal)
• Leadership Skills, able to work without supervision
• Project Management & Strategic Management skills
• Data Base Management skills
• Management and Decision Making skills
• Time management

• Monitor and assess customer interactions to align with quality benchmarks, ensuring consistent service excellence.
• Analyze evaluation data for actionable insights, driving data-backed decisions that enhance customer experiences.
• Collaborate cross-functionally to develop training programs, streamline processes, and maintain high service standards.
• Identify process gaps, suggest enhancements, and contribute to efficient workflows and increased customer satisfaction.
• Provide constructive feedback to agents, empowering skill development for improved customer interactions.
• Ensure adherence to policies, regulations, and standards during customer interactions, upholding service integrity.
• Collaborate with Customer Experience teams to identify pain points, enhancing satisfaction and loyalty through improved journeys.