Senior Executive - Service Quality Job in Firstsource

Monitor agents to identify errors, deviations & initiate corrective measures. Provide actionable data to various internal support groups as needed. Generate account specific QA reports based upon predefined contractual criteria and provide inputs to operations. Create & maintain timely & accurate QA database. Conduct feedback sessions with Agents. Participate in design of call monitoring formats and quality standards. Compile and track performance at team and individual level. Participate in customer and client listening programs to identify customer needs and expectations. Coordinate and facilitate call calibration sessions for call center staff. Provide feedback to call center team leaders and managers. Prepare and analyze internal and external quality reports for management staff review