Quality Executive
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Job Description
Quality Executive monitoring CCEs performance and ensuring service quality for client KPIs at Digitide. Responsibilities include feedback provision and training identification based on audits.
Responsibilities:
- To monitor and evaluate the performance of the CCEs and suggest their improvement areas **• To provide feedbacks to the CCEs based on the internal / external audits to improve the CCEs performance on the call and to identify training needs.**• To take part in calibrations with the client, OPS, Training and help to resolve the disputes.**• To ensure the process is meeting Client KPIs such as CSAT and Quality scores**• To conduct Quality sessions to share areas of improvements based on the feedback of audits. **• Mock call and OJT certification of New Hire Batches**• Ensure higher Client satisfaction scores **• Identification of root causes and preparing Corrective actions **• To give inputs to the CCEs on their improvement areas**Key Deliverables **• Call audits as per plan, achieving quality levels as per KPI standards
Requirements:
- A1 to A2**• Average PMI (last 6 months)/PMS rating 3 and above**• Min 1 year in current role **• No Warning Letter issued in the past 3 months**• E-learning mandatory courses certified wherever applicable
- Any Graduate
- More than 1 year of work experience in relevant field.**
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