Associate Manager - Customer Service Quality & Training

Associate Manager - Customer Service Quality & Training

Key responsibilities

• Quality Monitoring: Listen to and review chats and emails to assess agent adherence to scripts, procedures, tone, accuracy and compliance.
• Scorecard Management: Use and maintain QA scorecards and evaluation frameworks; ensure consistent application across the team.
• Reporting & Insights: Produce QA reports and dashboards showing quality trends, common issues and performance against KPIs.
• Coaching Support: Provide constructive feedback to team leaders and deliver targeted coaching sessions and workshops.
• Process Improvement: Identify recurring root causes and recommend changes to scripts, knowledge base, training or workflows.
• Calibration: Adhere to regular calibration sessions with managers to align scoring and expectations.
• Quality Support for inbound agents: Assisting the inbound operations complex escalation & customer ...