Quality Executive

Digitide; Pune District; On-site; INR 350,000 - 480,000; Full time

Job summary

Digitide in Pune seeks a Quality & Customer Support Compliance specialist to monitor performance of CCEs, provide feedback from audits, and help improve call quality aligned with client KPIs.

The role emphasizes strong communication, understanding quality KRAs, and participating in calibrations with clients and OPS to resolve disputes and raise CSAT and quality scores. Experience in BPM or contact center operations is preferred, with a focus on training and corrective actions.

Qualifications

• Strong communication skills required for client interactions and internal QA.
• Familiarity with key Quality KRAs and KPIs is expected.
• Ability to answer scenario-based questions with clear reasoning.

Responsibilities

• Monitor and evaluate the performance of CCEs and suggest improvement areas.
• Provide feedback based on audits to improve call quality and identify training needs.
• Participate in calibrations with the client, OPS, and Training to resolve disputes.
• Ensure processes meet client KPIs such as CSAT and Quality scores.
• Conduct Quality sessions to share areas of improvement from audits.
• Oversee mock calls and on-the-job certifications for new hire batches.
• Identify root causes and prepare corrective actions.

Skills

Strong communication skills

Familiarity with quality KRAs

Scenario-based reasoning

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

A1 to A2

• Average PMI (last 6 months)/PMS rating 3 and above
• Min 1 year in current role
• No Warning Letter issued in the past 3 months
• Mandatory E-learning courses certified wherever applicable

Responsibilities

• Responsibilities
• To monitor and evaluate the performance of the CCEs and suggest their improvement areas
• To provide feedbacks to the CCEs based on the internal / external audits to improve the CCEs performance on the call and to identify training needs.
• To take part in calibrations with the client, OPS, Training and help to resolve the disputes.
• To ensure the process is meeting Client KPIs such as CSAT and Quality scores
• To conduct Quality sessions to share areas of improvements based on the feedback of audits.
• Mock call and OJT certification of New Hire Batches
• Ensure higher Client satisfaction scores
• Identification of root causes and preparing Corrective actions

To give inputs to the CCEs on their improvement areas

• Call audits as per plan, achieving quality levels as per KPI standards

Qualifications

• Communication skills were average, whereas the support role requires strong communication skills.
• The candidate was not familiar with the key Quality KRAs.
• The candidate was unable to answer the scenario-based questions satisfactorily.

Job Info

• Job Identification 267074
• Job Category Customer Support/Operations | BPM