: Ensures quality and consistency of customer service levels through continual review, feedback and service provider coaching, training and development. Listens in on calls, recordings and / or other customer interactions to evaluate service provider skills in dealing with customers. Verifies / ensures the accuracy and effectiveness of information or advice provided to customers. May act as \'floorwalker\' to give immediate assistance to customer service associates regarding customer inquiries.Responsibilities: * Gains familiarity with Service Quality concepts, practices and methodologies.
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