Job description: 
? Conduct Quality call audit of minimum 20-25 calls per day or as decided by PPBL team 
? Quality Audit - Voice calls and Email audit if necessary 
? Proficient in MS Office and is aware of basic excel formulas. 
? Presentation skills & People Orientation skills. 
? Effective communication and able to share feedback with CSRs 
? RCA on process improvement part and share feedback with team leads. 
? Drive collaboration & calibration session. 
Desired qualities: 
? Education Qualification ?? Graduate 
? Experience ?? Candidate with 1-3 years of experience in auditing inbound customer service voice 
operations. 
? Willing to work in 24*7 shifts and 6 days a week 
? Excellent oral and written communication skills in Hindi and English (Read and write). In case of Knowledge 
of basic six sigma tools and how to implement and improve process. 
? Multitasker and able to handle multiple situations / requests at one time. 
? Knowledge and implementation exposure of 7 QC tools. 
? Customer / Quality Focus, proactive approach to problem identification. 
? Result Oriented. 

Responsibility: 
? Provide 100% feedback within 24 hours for every call /email audited 
? Send out Daily / Weekly / Monthly reports to the stake holders. 
? Send out weekly education mailers/performance reports based on the common areas of opportunity. 
? RCA and close looping of escalation. 
? Conduct weekly huddles with the CSRs??". 
? Prepare monthly TNI for the employees. 
? Design and implement strategies to enhance the performance of the CSRs. 
? Handle any other associated task that might come up in the day-to-day affairs. 
? Conduct 2 Internal Calibrations and 1 Client calibration in a week. 
? Login and take calls as per target 
? Willing to take escalation??"s on the floor. 
? Follow end to end rebuttal process shared by client 
? New / Important Product process dip checks. 
? Documentation of feedback shared.