Quality Executive

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Digitide

WebsiteLinkedInAll Job Openings

10,000+ employees

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

Artificial Intelligence • SaaS • Enterprise

<Digitide> Digitide is a technology services and products company that blends AI, cloud, data engineering, and managed services to help enterprises modernize operations and improve customer experiences. It offers GenAI and AI-driven platforms (Pulse. ai, Insurance Data Hub, SmartHR, SmartPay), cloud migrations, cybersecurity, digital engineering, low-code applications, and business process services including an AI-powered omnichannel contact center. Digitide serves banking, insurance, healthcare, public sector and large enterprise customers, delivering end-to-end solutions from consulting to managed platforms and analytics.

📋 Description

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

🎯 Requirements

• 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**• E-learning mandatory courses certified wherever applicable • Any Graduate • More than 1 year of work experience in relevant field.**