Quality Analyst, Cbs - Quality (Rtc/ S2S)

**Calls Monitoring**- Conduct quality monitoring of sales calls as scheduled- Validate the sales calls in accordance to scripts and check lists to ensure adherence Update and complete the scoring sheets and all report templates accordingly**Calls Calibration**- Participate in Call Calibration of quality monitoring standards with all team leaders and agents- Share gaps observations and results Provide feedback and suggestions on improvement opportunities**Complaints/Disputes Validation**Support the investigation of complaints/disputes that are raised both internally or externally**Reporting & Administration**- Prepare and submit Scoring Sheets and all relevant Reporting Templates on timely manner Prepare ad-hoc reports as and when required by management**Other Tasks**Your Manager may require you to perform additional tasks as and when required