Location- Vadodara (WFO) Shift- 12:00 to 09:00 PM Responsibilities Call monitoring/evaluations- listening to live calls with a goal of improving customer interactions Chat monitoring/evaluations Attending/hosting Call calibration sessions Adhering to volume of Calls/chats to be monitored set out by the Call Quality Team Manager in a timely manner Delivering Feedback to agents Working with Learning and Development and CSAT to share trends and assist with rollout of training collateral Keeping up to date with PCI DSS and Sales process and policies Reporting weekly, monthly quarterly, mid-yearly depending on the presentation required Assisting multiple teams and channels achieve SLAs and KPIs where possible Working closely with Team Managers to ensure a closed loop of feedback/performance plans can be upheld Qualifications Excellent organizational skills and ability to multi task. Excellent attention to details and continuous improvement mindset Excellent interpersonal and communication skills (be confident in both spoken and written communication) Flexibility – be able to adapt to varying and changing demands IT proficiency – experience in working with MS Office Applications (e.g. Outlook, Excel, Word and PowerPoint). Initiative & Team Player – Energetic self-starter with a positive attitude and excel in customer service skills We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state or local protected class.