Call Centre Quality Assessor

JOB DETAILS:What you would be expected to do:• Assess agents’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.• Conduct training/calibration sessions to maintain consistency in customer interactions and process compliance Accompany evaluations with meaningful and constructive feedback.• Check all customer interaction and experience metrics, providing insights on interaction trends, process compliance, and team improvement areas.• Ensure regular training content development from training needs assess…