Summary of key functions:

1. Call Evaluations
2. Complaint Investigation
3. Pre-shifts
4. Counseling/Coaching sessions (Training and Feedback)
5. QE Calibration
6. Facilitate Ops during the shifts
7. Service Quality Reporting
8. New SQO Training
9. Participate in designing Quality criteria /matrices of new campaigns /services
10. Other Core Responsibilities /Special projects
11. Spot checks
12. Others

1. Call Evaluations

• Live

• Recorded

• Side by Side

Perform Call Evaluation (Live/ Side by Side / Recorded) to ensure quality of service against defined SOPs.

2. Complaint Investigation

Perform complaint call/email investigation on request from the Operations side.

3. Pre-shifts

Conduct Pre-Shift on daily basis to ensure that the agents are updated and provided with proper guidance.

4. Counseling/Coaching Sessions ( Training & Feedback )

Conduct counseling Session with agents when required and educate as well as provide feedback regarding their improvement areas.

5. SQO Calibration

Calibrate already evaluated calls to ensure proper synchronization among QEs.

6. Facilitate Ops during the shift

Providing on floor guidance to agents and facilitating supervisors’ w.r.t to calls as per requirement.

7. Service Quality Reporting

Generate daily, weekly, monthly Report of their respective campaign as per requirement.

8. New SQO Training

Provide training to new SQOs related to activities performed in Service Quality Department.

9. Participate in designing quality criteria / matrices of new campaigns / services.

Create necessary documentation with respect to new campaign against defined quality criteria.

Such as: Monitoring Form and Matrices.

10. Other Core Responsibilities / Special projects / New Agent’s Mock Calls

Performing other assignments as per Management request e.g. conducting Mock Calls for

Newly Hired Agents.

11. Spot Checks

Conduct daily/weekly/monthly spot checks individually at least by each SQO to insure all policies and procedures are being followed. Highlight through email in case of any finding.

12. Others

• Should be responsible to comply with the standards within the company e.g. ISMS, HIPPA etc.
• To report security weaknesses/incident through Information security incident & weakness reporting mechanism.