Customer Service Associate

TP; Ahmedabad District; On-site; INR 300,000 - 600,000; Full time

Job summary

TP is seeking a QA professional to monitor and evaluate the quality of customer interactions, including calls, emails, and chats, ensuring adherence to standards. You will document issues and performance metrics for management review and assist in coaching others to improve quality.

Experienced with 1–2 years in a related role, you may also guide junior teammates and set daily objectives. The role emphasizes ongoing daily improvements, development of best practices, and sharing knowledge to

Qualifications

• Proficient in monitoring inbound/outbound calls and other interactions for adherence to standards.
• Ability to document quality issues and performance metrics for management review.
• Experience to coach others and drive continuous improvement.

Responsibilities

• Monitor and evaluate customer contacts (calls, email, chat) for quality.
• Document issues and prepare reports for management review.
• Support feedback and formal education for agents to improve performance.
• Lead day-to-day objectives within a team as needed.

Skills

Quality assurance

Call monitoring

Education

Bachelor's degree or equivalent

Job description

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.

Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course. Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.

Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.