Evaluate calls as per the standards and timelines defined by the Lead QA and respective client.
Arrange quality control secession for individuals and teams.
Coordinate with respective team leader and agent, in-case of any quality related issue or query.
Develop, conduct and evaluate monthly quality quiz.
Represent quality department in daily team huddles, to communicate quality related issues and challenges.
Provide feedback on quality scores and analysis to respective team leaders on weekly basis.
Evaluate backed SR’s as per the instructions and timelines defined by Lead QA.
Conduct spot checks for effective quality control.
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