Location : Bangalore
Experience : 1 â€“ 4 Years
Function : BPO/Customer Service
Vacancy : 5
Job Description :
KEY ACCOUNTABILITIES/ RESPONSIBILITIES
Monitor agents to identify errors, deviations & document corrective measures.
Provide actionable data to various internal support groups.
Generate account specific QA reports based upon predefined criteria and provide inputs to Operations.
Create & maintain timely & accurate QA database.
Comprehensive documentation of every coaching session.
Compile and Report the details of the coaching interactions to the Mentor on a weekly basis.
Participate in design of call monitoring formats and quality standards.
Compile and track performance at team and individual level.
Participate in customer and client listening programs to identify customer needs and expectations.
Participate in call calibration sessions for call center staff.
Provide feedback to call center team leaders and managers.
Assist with creation of external quality reports for management review.
Supporting the Ops team with chats/tickets during requirement.
KNOWLEDGE AND SKILLS (ESSENTIAL)
Excellent oral and written communication skills.
Knowledge of Excel spreadsheets and graphs.
Exceptional listening and analytical skills.
Ability to adhere to timelines.
Meticulous and Methodic.
Good Interpersonal skills.
Strong knowledge of customer care processes and techniques.
Ability to work well in a team environment.
Dedication to providing exceptional customer service.
KNOWLEDGE AND SKILLS (DESIRED)
Overview of Internal Audit procedure.
Experience as an International Voice Quality Analyst.
Familiarity with COPC compliance requirements.
Familiarity with Six Sigma concepts.
Interested Candidates can contact HR Harshitha 8722111127