Sr. Executive - Voice & Service Quality Coordinator (QC)

Regularly monitor and audit live and recorded customer calls to evaluate communication, tone, service quality, product knowledge and adherence to company policies and SOPs.

Maintain and update Quality Scorecards and evaluation sheets to accurately measure individual and team performance.

Provide regular one-on-one or team feedback to identify strengths, performance gaps and areas for improvement.

Identify recurring service issues, customer pain points, communication gaps, and process errors and report them to management with practical solutions.

Identify skill and knowledge gaps through call audits, quality scores, customer feedback and performance data.

Work closely with Team Leaders and Management to improve call quality, customer handling and overall service standards.

Support the development and updating of SOPs, call-handling guidelines, FAQs and service-related training materials.

Conduct onboarding and refresher training on communication skills, call etiquette, complaint handling, customer service standards and product/service knowledge.

Track quality performance and follow up on identified improvement areas with concerned team members.

Prepare and submit weekly and monthly Quality Assurance reports covering quality scores, common errors, performance trends, customer issues and training outcomes.

Recommend process improvements and quality initiatives to enhance customer satisfaction and reduce service errors.