About the role
The role involves providing active feedback to agents and generating audits to ensure quality standards are maintained within the DigiSurance process. The individual is responsible for implementing Call Monitoring Standards and taking Corrective Measures for Improvement. Participation in huddle sessions is required to share insights on error trends, process updates, and technical issues. The candidate must have been a Quality Analyst for at least one year in a Sales process, with a strong understanding of B2C Sales and Process Dynamics. Experience in feedback and coaching techniques is essential. Proficiency in Excel is mandatory and knowledge on Quality Tools such as Lean, Kaizen, and Six Sigma will be an added.