Job Description :
1. Drafting quality assurance policies and procedures.
2. Uses a quality monitoring system to compile and track performance at team and individual level
3. Quantify business cases and drive cross -functional partners to change our systems, processes, and policies to achieve better outcomes
4. Partner with category leads/BU heads to improve business performance by pro-actively solutioning to fine tune standardize call quality.
5. Perform and improvise PIP calibration sessions whenever required