Customer Experience Quality Executive

The Customer Experience Quality Executive is responsible for assessing and improving the quality of customer interactions by ensuring adherence to company standards, policies, and regulatory requirements. This role focuses on monitoring performance, providing actionable feedback, and supporting continuous improvement initiatives to enhance service quality and customer satisfaction.

Key Responsibilities

1. Interaction Monitoring & Evaluation

• Review and monitor customer calls to ensure compliance with quality benchmarks, scripts, and operational procedures.
• Assess agent performance using defined quality parameters such as communication skills, accuracy, professionalism, and compliance.
• Identify performance strengths as well as gaps requiring improvement.

2. Regulatory & Policy Compliance

• Ensure all customer interactions comply with applicable regulations, data protection policies, and internal compliance standards.
• Report non-compliance issues and support corrective action plans.

3. Feedback, Coaching & Development

• Deliver clear, constructive feedback to agents based on evaluation results.
• Conduct coaching sessions to improve agent performance and service delivery.
• Coordinate with training teams to support the development of training content aligned with quality insights.

4. Data Analysis & Reporting

• Analyze quality data and performance trends to identify recurring issues and improvement opportunities.
• Prepare detailed QA reports and dashboards for management review.
• Partner with operations teams to implement corrective actions and drive continuous quality improvement.

5. Calibration & Quality Standards

• Participate in calibration exercises to ensure fair, consistent, and accurate evaluations.
• Assist in refining quality frameworks, evaluation criteria, and scoring methodologies.

6. Customer Experience Improvement

• Work cross-functionally to enhance the overall customer experience.
• Provide recommendations for process optimization and service improvements based on quality findings and customer feedback.

Job Type: Full-time

Pay: Rs60,000.00 - Rs80,000.00 per month

Work Location: In person