The Quality Control Agent must cover the following obligations in his/her assigned role:

1. Execute sample-based quality evaluation on a weekly, monthly, and quarterly basis by strictly employing an all-encompassing quality metrics with specific and relevant parameters for individual agent and team performance evaluation. The parameters are related to:

• Operational Efficiency
• Operational Effectiveness
• Attendance, Punctuality, and Schedule Adherence
• Adherence of Safety Protocol
• Maintenance of Customer-centric Interactions with the same
• Measurement of Defects Corresponding to the Above Parameters
• Measurement of SLA Defects

2. Execute sample-based weekly spot invigilation and audit of operational/supervisory tasks of the branch’s functions
3. Report a leading diagnosis of unit’s operational performance to serve as the basis for performance improvement measures.
4. Investigate customer complaints and non-conformance issues
5. Collect and compile statistical quality data
6. Analyze data to identify areas for improvement in the quality system for department.
7. Recommend and monitor corrective and preventive actions
8. Conduct on-site audits to measure operational efficiency and effectiveness.
9. Assign ratings and rankings to branches based on results of audit conducted on a weekly basis.