• Transportation allowance 
• Canteen Subsidy 
• Health Insurance 
• Tuition Reimbursement 
• Incentive components campaign wise 
• Work Life Balance Initiatives 
• Rewards & Recognition 
• Internal movement through IJP 

WHAT YOU’LL BE DOING: 

• Will initiate launching of audit process for new campaigns as assigned by Project Leader/Account Leader 
• Will interact with Operations to ensure that the expectations in terms of QA support to the campaigns are met 
• Understand the SLA of the campaigns in the terms of QA support and ensure that those are met. 
• Design Audit Forms, get it approved by Ops and Client and place it online in QEval 
• Initiate MI/BI studies as and when required 
• Take initiatives for process improvement 
• Will possess overall knowledge of all the campaigns audited by EI 
• Periodically monitor utilization, audit accuracy etc of the QA team 
• Help in setting up calibrations and provide all assistance to QA Lead Interns/Asst. QA Leads in maintaining a smooth calibration process 
• Maintain minimum 95% schedule adherence of self and the team 
• Will act as role model for Leaders and Team Members of internal and external departments 
• Must be accessible, available and flexible with shift timings 
• Have an open attitude and avoid discounting, dismissing, or minimizing questions 
• Maintain personal and professional boundaries, but avoid being distant or unapproachable 
• Always lead by example 
• Adhere to the policies and procedures of Etech 
• Provide excellence when communicating with customers (internal and external) 
• Be flexible in an environment by championing and embracing change 
• Create a spirit of mutual learning, trust and respect 
• Data Analysis: Capability to analyse performance data and derive actionable insights. 
• Reporting: Skill in creating and interpreting reports on contact canter performance. 
• KPI Management: Understanding and managing  key performance indicators (KPIs) to drive team performance. 
• Training Programs: Designing and implementing effective training programs for new hires and existing staff. 
• Crisis Management: Handling unexpected situations calmly and effectively. 

WHAT WE EXPECT YOU TO HAVE: 

• Graduate or equivalent experience in BPO call monitoring and auditing 
• Must have minimum 3-4 years of experience in speech analytics 
• Good technical knowledge needed. Should be aware about API, Metadata, Queries, Python language etc 
• Must have worked as a leader 
• Should be well versed with PPT and Advanced excel.  
• Interpersonal skills & ability to influence  
• Excellent written & verbal Communication skills including client interactions 
• Planning and organisational skills  
• Well organised and structure approach to work Ability to work to deadlines and targets