• Handling quality control of the data entry & voice processes
• Coach employees to improve quality levels
• Ensure complete understanding of the data entry & voice operations and KPIs.
• Perform quality control activities as defined from time to time.
• Ensure quality SLAs are met as agreed with stakeholders.
• Implement ways to continuously improve quality of the team.
• Update SQMS evaluation forms (Voice & Data Entry).
• Conduct and be part of process calibration sessions.
• Develop and implement improvement plans for low performers.
• Conduct mock calls in case of voice LOBs.
• Certify and accredit nesting waves.
• Provide inputs for, update SQMS Coaching forms and participate in coaching sessions; update coaching form as required.
• Maintain professional and consistent communication with the client
• Understand client expectations and guide team to achieve them
• Ensure reports are sent on time with 100% accuracy at all times