Sr. SME - Quality / Customer Service Operations

Roles and Responsibilities :

• Conduct quality audits to identify areas of improvement in customer service operations.
• Monitor calls to ensure compliance with company standards and provide coaching to agents on quality issues.
• Analyze data from TNA (Training Needs Analysis) reports to develop targeted training programs for agents.
• Collaborate with team leaders to implement process improvements and optimize workflows.

Job Requirements :

• 3-9 years of experience in a BPO or call center environment.
• Strong knowledge of quality analysis, quality audit, and call monitoring processes.
• Ability to analyze data from various sources, including CRM systems and performance metrics.