Main Duties:
- Conduct quality audits and evaluations for in-house and BPO agents to ensure adherence to service standards and KPIs.
- Execute QA frameworks and scorecards for customer interactions across all channels (voice, chat, email).
- Support gate evaluation processes with data-driven quality assessments and PASS/FAIL recommendations.
- Perform calibration sessions with BPO vendor QA teams to ensure consistent evaluation standards.
- Identify quality gaps, analyze root causes, and develop actionable improvement plans for agents.
- Provide quality insights and reports to support strategic decision-making by QA Team Leader and CS Manager.
Responsibilities:
Quality Auditing & Evaluation
- Conduct detailed quality audits of customer/partner interactions (calls, chats, emails) based on established scorecards.
- Evaluate agent performance against KPIs: QA Score, CSAT, FCR, SLA adherence, and compliance.
- Maintain audit ratio during transition phases and BAU operations.
- Document audit findings with clear evidence and actionable feedback for agents and team leaders.
- Track and trend quality metrics to identify patterns and systemic issues.
Gate Evaluation & BPO Transition Support
- Support go/no-go gate evaluations with quality data and recommendations.
- Monitor BPO vendor quality performance during pilot and scale phases.
- Conduct quality assessments for BPO certification batches and nesting phases.
- Escalate quality risks to QA Team Leader with recommended CAPA (Corrective and Preventive Actions).
- Validate vendor self-managed readiness through quality performance tracking.
Calibration & Standardization
- Lead calibration sessions with BPO vendor QA teams to ensure consistent evaluation standards.
- Resolve scoring discrepancies and align interpretation of quality criteria across teams.
- Maintain calibration logs and track inter-rater reliability metrics.
- Update scorecards and evaluation criteria based on process changes and business requirements.
- Train new QA team members and BPO vendor QA staff on evaluation standards.
Data Analysis & Reporting
- Analyze quality data to identify trends, gaps, and improvement opportunities.
- Prepare daily/weekly quality reports for QA Team Leader and CS Manager review.
- Develop quality dashboards and track performance against targets.
- Provide insights on correlation between quality metrics and customer satisfaction.
- Support QA Team Leader in presenting quality reports to leadership and stakeholders.
Coaching & Improvement
- Provide structured feedback to agents based on audit findings and quality trends.
- Identify individual and team-level training needs based on quality performance.
- Collaborate with Training team to develop targeted coaching programs for underperforming agents.
- Track effectiveness of improvement plans and measure progress over time.
- Share best practices and quality standards with in-house and BPO teams.
Compliance & Risk Management
- Ensure compliance with data privacy regulations in all quality processes.
- Monitor critical compliance issues and escalate breaches immediately to QA Team Leader.
- Support compliance audits and provide quality documentation as required.
- Identify and report potential risks that could impact customer experience or regulatory compliance
Requirements:
- Bachelor's degree in Business, Quality Management, or related field.
- Minimum 3-4 years of experience in Quality Assurance within Customer Service operations.
- Proven experience in quality auditing, scorecard development, and calibration management.
- Strong understanding of CS operations for both in-house and BPO environments.
- Excellent analytical skills with ability to interpret data, identify trends, and provide actionable insights.
- Proficiency in Excel and data visualization tools; experience with QA software and contact center technologies.
- Strong attention to detail and ability to maintain objectivity in evaluations.
- Good communication and coaching skills to provide constructive feedback to agents.
- Ability to work under pressure and meet tight deadlines during transition phases.
