About this role
- The role involves providing active feedback to agents and generating audits to ensure quality standards are maintained within the DigiSurance process.
- The individual is responsible for implementing Call Monitoring Standards and taking Corrective Measures for Improvement.
- Participation in huddle sessions is required to share insights on error trends, process updates, and technical issues.
- The candidate must have been a Quality Analyst for at least one year in a Sales process, with a strong understanding of B2C Sales and Process Dynamics.
- Experience in feedback and coaching techniques is essential.
- Proficiency in Excel is mandatory and knowledge on Quality Tools such as Lean, Kaizen, and Six Sigma will be an added.