BPO For Flipkart @ Alpha Tech Solutions

Responsibilities
Perform quality and process adherence review of contractors agents providing support services to clients customers and end users regarding their interactions with clients customers and end users and work closely with client to update and implement changes to quality processes and criteria as these changes arise. This includes performing quality evaluations for each agent/ TL in accordance with SLAs
Interpret and implement quality assurance standards
Before each agent commences insuring and certifying that each agent (including T Ls) is qualified based on minimum requirements guidance and/ or mock calls certification
Track, measure and report metrics as per agreement with client
Attend and lead calibration sessions
Analyze data to identify trends, behaviours and areas of improvement through audits
Keep track on the improvement of agents especially outliers
Conduct calibration sessions and team huddles focused on quality
Partner with Training to identify site/ agent opportunities and trend analysis to help determine training solutions to be done to address the areas for improvement.

Call & Whatsapp HR Satish Sir - (7707067***)