Understand, Improve, and Follow with existing quality assurance metrics.
Maintain a record of customer complaints and nonconformance to quality metrics by recording and reporting, identify root causes and suggest rectification measures.
Document quality assurance activities with internal reporting, auditing, and evaluations of all communication.
Develop new standards for Evaluations and Reporting, with improvements as needed, Identify new areas/metrics for evaluations and ensure implementation.
Identify training needs, conducting one on one session with agents, reporting weak areas of individuals and highlighting them for Team Leads
Pursue continuing education on new solutions, technology, and skills
Customer Service Acumen ,Software Quality Review ,Customer Orientation ,Analytical Skills.