About the role
Job Summary:The Quality Control - Voice Process role is responsible for monitoring, evaluating, and providing feedback on the quality of customer interactions made by employees. The goal is to ensure that all customer interactions meet established quality standards, improve employee performance, and enhance customer satisfaction.Key Responsibilities:Call Monitoring: Listen to and assess recorded or live calls to evaluate employee performance based on predefined quality metrics such as communication skills, adherence to scripts, compliance with regulations, and resolution efficiency.Feedback and Coaching: Provide constructive feedback to employees, highlighting areas of improvement and recognizing high-quality performance.Reporting: Compile and maintain reports on call quality assessments, track performance trends, and suggest areas for improvement.Compliance: Ensure that all calls comply with company policies, legal requirements, and customer service standards.Calibration Sessions: Participate in calibration sessions with team leaders and managers to ensure consistency in evaluation methods and expectations.Training Recommendations: Collaborate with the training team to suggest training programs for employees based on quality assessment outcomes.Continuous Improvement: Identify common issues in customer interactions and provide input to improve processes, scripts, and customer experience.Customer Satisfaction: Work closely with the operations team to ensure customer satisfaction and service level agreements (SLAs) are met or exceeded.Qualifications:Experience: 1 to 2 years in a similar Quality Control role, preferably within the BPO, banking sales, or sales sector.Skills:Strong listening and analytical skills to evaluate calls accurately.Excellent communication and feedback delivery.Proficiency in quality assessment tools and CRM systems.Ability to work in a fast-paced environment and manage multiple tasks