- Conducts quality evaluations of calls and transactions to ensure compliance with established processes, standards, and customer experience expectations.
- Supports the OPM in monitoring and achieving Quality targets and KPIs across the assigned LOB.
- Identifies, analyzes, and escalates quality gaps, recurring errors, compliance risks, and performance trends to the OPM and Team Leaders.
- Prepares accurate and timely internal and external Quality reports, including evaluation results, trends, and key findings.
- Partners with Team Leaders to drive the continuous improvement of call and transaction quality.
- Supports Team Leaders in developing and implementing quality improvement initiatives and corrective actions.
- Provides Team Leaders with actionable feedback on individual and team Quality performance, including identified strengths and improvement areas.
- Identifies training and coaching opportunities based on evaluation results, error trends, and root-cause analysis.
- Support Team Leaders in conducting training needs analysis and prioritizing interventions based on Quality findings.
- Collaborates with Team Leaders in planning and delivering targeted coaching and refresher sessions for identified performance gaps.
- Develops and implements SMART action plans for recurring or significant Quality issues and monitor progress against agreed actions.
- Participates in calibration sessions to promote evaluation consistency and alignment across Quality, Operations, and relevant stakeholders.
- Collaborates with the Global Quality Team on Quality standards, initiatives, and continuous improvement activities.
- Reviews and supports the resolution of customer complaints and Quality-related escalations, including root-cause identification and recommended corrective actions.
- Provides agents with structured coaching and feedback on call and transaction handling, focusing on process adherence, accuracy, compliance, customer experience, and improvement opportunities.
- Maintains required phone time and live call-handling exposure to ensure continuous process retention, firsthand understanding of customer interactions, and familiarity with current operational procedures.
- Handles live customer calls as scheduled to maintain process knowledge, system proficiency, and practical understanding of agent-level challenges.
- Applies insights gained from call handling to strengthen quality evaluations, coaching, root-cause analysis, and improvement recommendations.
- Demonstrates the ability to provide constructive, objective, and actionable feedback.
- Maintains a positive, professional, and solutions-oriented attitude.
- Serves as a positive role model and ambassador for Quality and Operations.
- Maintains a good attendance, punctuality, and conduct record.
- Must have no active corrective or disciplinary action at the time of application/appointment.
- Demonstrates a consistent productivity and performance record.
- Maintains a strong customer and client-focused mindset.
- Demonstrates strong analytical skills and attention to detail, particularly in identifying Quality trends, recurring errors, and improvement opportunities.
- Possesses effective communication, coaching, and interpersonal skills.
- Demonstrates initiative, accountability, and ownership in driving actions through completion.
- Able to work collaboratively with agents, Team Leaders, Operations, Training, and other Quality stakeholders.
- Demonstrates flexibility to support varying schedules and business requirements, including early or late shifts when required.
- Willing to maintain the required phone time and live call-handling exposure to support process retention and operational proficiency.
- Willing to provide additional operational support when reasonably required and in accordance with applicable company policies.
Kindly attach your resume in your application. Only shortlisted candidates will be contacted.
Hiring Timeline:
Case Study Presentation and Panel Interview
* Please note that normal qualifiers will apply for internal candidates with no disciplinary actions within prescriptive period.