Role Description-

• Audit and evaluate inbound and outbound calls, emails, and chat interactions.

• Assess agent performance based on established quality guidelines and key performance

indicators (KPIs).

• Document and provide constructive feedback to Customer Support Team.

• Identify trends and recommend areas for improvement in processes and customer service.

• Collaborate with trainers and team leaders to design and implement training programs.

• Maintain and update QA scorecards and reports.

• Participate in call calibration sessions to ensure consistent evaluation standards.

• Support the development of quality standards and procedures.

About the company

Founded in 2010, by an ex-Microsoft techie with no money but truckloads of relentless passion to make a difference in this world. As of today, little by little, Lenskart has served 40 Million people across the globe - helping them see better and lead better quality lives. Simultaneously, we’ve also built ourselves up to be Asia’s largest eyewear company. We have 10,000+ Lenskartians worldwide, more than 1500+ omnichannel stores across 175+ cities in India, Singapore, Dubai and Saudi we are shipping a pair of eyewear every 2.5 seconds, from the world’s most automated eyewear factory!