Associate Manager - Customer Service Quality & Training Key responsibilities ● Quality Monitoring: Listen to and review chats and emails to assess agent adherence to scripts, procedures, tone, accuracy and compliance.
● Scorecard Management: Use and maintain QA scorecards and evaluation frameworks; ensure consistent application across the team.● Reporting & Insights: Produce QA reports and dashboards showing quality trends, common issues and performance against KPIs.● Coaching Support: Provide constructive feedback to team leaders and deliver targeted coaching sessions and workshops.● Process Improvement: Identify recurring root causes and recommend changes to scripts, knowledge base, training or workflows.● Calibration: Adhere to regular calibration sessions with managers to align scoring and expectations.● Quality Support for inbound agents: Assisting the inbound operations compl...