Call Quality Reviewer

The incumbent plays a vital role in monitoring and improving interactions between agents and customers and aim to improve customer satisfaction, agent performance and overall efficiency.

To evaluate the quality and effectiveness of customer interactions based on predefined criteria, which may include script adherence, professionalism, empathy, problem-solving skills, and adherence to compliance regulations.


To ensure that agents adhere to regulatory requirements, company policies, and industry standards, especially in industries with strict compliance regulations (e.g., healthcare, finance).