Vsynergize AI
Website:
vsynergize.com
Job details:
JOB SUMMARY
Ensure delivery of high-quality customer interactions by monitoring, evaluating, and
improving performance of customer support representatives in line with defined
quality standards and compliance requirements.
KEY DUTIES / RESPONSIBILITIES
- Monitor inbound customer calls and evaluate performance against quality parameters.
- Provide structured feedback and coaching to agents and Team Leaders.
- Conduct regular audits to ensure adherence to compliance, data security, and process guidelines.
- Identify trends, gaps, and areas of improvement in customer interactions.
- Prepare and publish quality reports, dashboards, and insights.
- Collaborate with Operations and Training teams to drive quality improvement initiatives.
- Participate in calibration sessions with internal teams and clients.
- Ensure all evaluations align with banking regulations and organizational standards.
- Support new process rollouts and training effectiveness measurement.
WORK EXPERIENCE
- Minimum 2–4 years in Quality Assurance within a BPO/Customer Support environment.
- Experience in banking, financial services, or digital support processes preferred.
- Strong analytical, auditing, and communication skills.
WORK SCHEDULE
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