Duties / Responsibilities
• Audits transactions, Surveys customers to get feedback on the experience upon contacting contact centers
• Capture all information ascertained accurately and elaborately
• Call dissatisfied customers and establish the reasons for dissatisfaction, identify areas of improvement and report this to the Team Leader
• Identify ACPT by regular RCA and with a solution.
• Should work on DSAT/CSAT analysis
• Should be able to provide recommendations for process improvements
• Understand and implement process updates shared by TL
• Handle escalations: create and maintain complaints/red alert tracker
• Conduct calibration sessions with Team Leader to ensure consistency in process adherence
• Drive and support Continuous Improvement projects

Required Skills
• Exposure to Business Processes either call center or back office processes
• Strong listening and feedback skills
• Strong analytical skills with problem-solving ability from a customer perspective: should be able to place customer and customer needs as the goal and offer an appropriate resolution
• Knowledge of Root Cause Analysis
• Drive for process improvement and development

Other Competencies
• Keenness to learn
• Team Player
• Exhibits integrity in all given circumstances
• Shows high level of commitment

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This job is provided by Shine.com