Saliganti Ashokkumar

Quality Analyst @Genpact

Hyderabad, IN

Regularly assess customer interactions such as chats toensure adherence to company policies and qualitystandards. This involves evaluating the accuracy andcompliance of transactions and providing feedback toagents.• Providing constructive feedback and coaching sessions tosupport agents, aiming to enhance their performance andadherence to quality benchmarks. This includes identifyingareas for improvement and implementing action plans.• Participating in calibration sessions to align evaluationstandards across teams. Conduct root cause analysis toidentify underlying issues affecting quality and implementcorrective actions.• Tracking and reporting key performance indicators (KPIs)related to quality, such as error rates and compliance levels.Using these metrics to inform continuous improvementinitiatives.• Collaborating with training teams to develop and delivertraining programs that address identified skill gaps. Thisalso include creating training materials and participating inonboarding sessions for new hires.