Dell Technologies provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Senior Assistant on our Quality Audit team in Gurgaon, India
Our Sales Operations team is at the heart of developing sales processes and procedures for administering, fulfilling and communicating both online and offline orders. A bridge between sales and other operational functions, we use our peerless expertise to evaluate and implement improvements to sales programs and processes – from planning and prioritization to pricing and margin strategies, sales automation, reporting and more. Put simply, we make sure the process of getting our ground-breaking products and services to customers as simple and seamless as possible.
What you’ll achieve
You will be responsible for serving as a primary Quality Auditor for Chat/Voice Sales. Evaluates inbound/outbound Sales Chats/Calls and scores them based on a predetermined parameter
Audit based on defined framework and procedures to monitor and report transactional quality performance across all line of businesses
Timely tracking and reporting of performance metrics as per defined framework
Establish methods/processes proactively to improve overall Customer experience through improving the quality framework
Highlight key areas of improvement at people/processes/product level
Organize and participate in training/Ops activities related to dip checks, briefings, refreshers
Ensuring process adherence & compliance through defined audit framework
Loop-in feedback from Sales Business Leaders and Operations team to respective stakeholders to build long-term, scalable processes
Resolving call recording issues
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
Clear verbal English Communication Skills and Ability to listen to customers clearly and efficiently
Excellent telephone and communication skills in English and Ability to communicate to all levels within an organization
Strong customer service ethic and ability to be empathetic
Well-developed problem-solving skills and Self-motivated & ability to work remotely (when needed)
Flexible to work in night shifts and High on ownership, partnering and working in collaboration
Ability to multi-task to manage multiple areas of responsibility and Ability to relate actual day-to-day work to business priorities
Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish job and Handle customer’s calls when there is a business requirement
Previous call center experience
Maximum 2 years of experience
Here’s our story; now tell us yours
Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.
What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life — while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.
We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.
You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.
Application closing date: DD Month YYYY
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here
Job ID: R117416