Mô tả công việc
Responsibilities
- Performs call and email monitoring and provides feedback on strength and developmental areas to improve performance
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Participates in customer and client listening programs to identify customer needs and expectations
- Provides actionable data to various internal support groups as needed
- Coordinates and facilitates call calibration sessions for support and operations
- Provides feedback to call center team leaders and managers
- Prepare and analyzes internal quality reports for Operations review
- Conduct coaching session for non‑performers on a weekly basis
- Conduct RCA and share synopsis as and when required
- Risk audits adhering to company policies, rules and regulations
- Ensuring key issues related to process are reported and corrective action is taken from client side
- Ensuring compliance to monitoring and feedback process by meeting audit targets & low variation in calibration
- Ensuring continuous improvement in the scores of all quality metrics
Quality Metrics
- Level of adherence achieved for various processes
- Compliance levels
- Other key management attributes & Key Performance Indicators (KPIs) as agreed
Qualifications
- Experience in quality inspection, auditing, and testing
- Excellent communication skills, both written and verbal
- Strong computer skills and knowledge of QA databases and applications
- Strong analytical and problem-solving skills
- Meticulous attention to detail
- Experience: 3‑5 Years’ experience (Specialist) / 2‑4 Years’ experience (Senior Executive). The incumbent should have experience in the field of customer service (call center exposure must).