Assistant Manager - Digital SBU Quality

Targets/ KRA/ KPI (Tentative Business Nos./ Goals, Measure of Success & Weightages) Goals Measures of Success Weightage Call Monitoring or Evaluation The primary task of a QA in Call Center is call monitoring and sharing actionable insight. 50% Dip Check” When the target is to find the specific type of failure that is key to the business. 20% Coaching/Feedback One on One feedback session about the outcome of the call monitored or audit findings 30%