Sr. SME - Quality / Customer Service Operations

Roles and Responsibilities :

• Conduct quality audits to identify areas of improvement in customer service processes.
• Monitor calls to ensure adherence to company standards and provide coaching to agents on quality issues.
• Analyze data from TNA (Testing, Network Analysis) reports to optimize voice processing workflows.
• Collaborate with team members to resolve complex customer complaints.

Job Requirements :

• 2-9 years of experience in BPO/Call Centre industry.
• Strong knowledge of call monitoring, coaching, quality analysis, and quality audit techniques.
• Ability to analyze data from various sources such as TNA reports.