Quality Assurance Team

Quality Assurance (QA) is an integral part of project execution at ContactSMT. Our team associated with the project ensures effective followup of quality assurance activities.
The role of the Quality Assurance Experts is essentially to maintain and monitor high levels of customer service and have the following responsibilities as under:

• To monitor and record the Call interactions and transaction processing.
• Complying to the Clients Remote Monitoring of Agents/ CCR's form any Country through a Toll Free Number.
• To ensure compliance with mutually agreed quality standards and SLAs.
• To suggest process improvements.
• To arrange and develop dynamic modules for training & retraining programs to enhance the skill levels of executives and supervisors.
• To continuously improve the quality standards.