Roles and Responsibilities
• Participating in design of call monitoring formats and quality standards.
• Performing call monitoring, identifying errors and best practices on the call.
• Documenting call behaviors and giving appropriate feedback to the customer service agents.
• Applying 80:20 rules while giving feedback to the agent, discussing the call and creating an action plan with time lines.
• Identifying call drivers and reporting to Quality TL/Manager.
• Using appropriate data management system to compile and track performance at team and individual level.
• Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback.
• Providing training team with actionable data as and when required.
• Providing feedback to Call Center team leaders and managers.
• Preparing and analyzing internal and external quality reports / presentations for management staff review.
• Performing translations, IVR recordings and language assessments.
• Regular meetings with Quality manager
Desired Candidate Profile
2-3 Years of experience
Good communication skills
Need experience from BPO (Quality Auditing ) only.
Perks and Benefits
Salary upto 35000/- in hand
Interested candidate can share their resume
[email protected]
or can call Shivangi-9810864895
Walk- In
Address: Plot No. 197-198, Sec -82,Noida Special Economic Zone (NSEZ) Noida Phase II, Noida Dadri Road, Noida -201 305
Regards
Shivangi
Human Resources
Cyfuture
