Must have 2 years experience into Call quality and accuracy
:
Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies.
Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback.
Analyze quality reports to identify performance trends and recurring issues or areas to improve or value-add.
Ensure standardizing of the internal quality monitoring system, scoring metrics/rubrics and, proactively identifies new ways to improve overall QA work.
Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance.
Assist in developing and revamping of SOP and frameworks, including conducting regular calibration to ensure consistency and accuracy.
Requirements:
Minimally 2-3 years of experience in a customer service environment, i.e., a call center or BPO.
Strong reading and writing skills in
Hind and English
are required.
Excellent
English
communication skill is required.
Experience as a Quality Analyst responsible for supporting customers on email and chat channels is highly advantageous.
Ideally but not limited to, a Bachelor's degree in Business Administration, Finance/ Economics, Communication
Advantageous if you have working experience in the finance industries or BPO supporting financial clients.
Able to work under pressure and adapt to a fast-paced environment, show strong sense of responsibility and a passion for customer service management, work proactively with service mindset, strong problem solving and delivery skills.
No problem working on site and rotational shifts if necessary.
Benefits:
performance-based incentives
Training provided
Career growth opportunities
Friendly work environment
Refer them and earn a Referral Bonus once they join!
Please share resumes to immediate joiners are required.
Job Type: Full-time
Pay: ₹14,186.32 - ₹30,169.75 per month
Benefits:
Paid sick time
Work Location: In person
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