Job Description

• Monitor and evaluate randomly selected calls/Chats and Emails to assess call quality and service level standards.
• Conduct daily call audits of randomly selected agent calls and provide feedback to each agent.
• Complete analysis of results to identify root causes or trends that will lead to efficiency and quality improvement.
• Complete agent evaluation in quality scoring sheet. Produce reporting based on call audits and offer suggestions, training, etc. for improvement.
• Develop individual agent performance scorecards and aggregate department scores. These directly impact the agents' assessments and ratings.
• Assist in utilizing reports that track performance at a department, team, and individual level to measure quality rates. SLA / KPI Tracking and Reporting and analysis of service delivery performance metrics.
• Conduct coaching/training sessions with associates and provide feedback addressing, call quality, product knowledge, and call productivity.
• Strong expert knowledge of Microsoft Office products, including Word, Excel, PowerPoint.
• Writes fundamental documentation in a clear, concise manner and according to the internal procedure. Ensuring the proper documentation and workflow of service requests as per the internal procedure.
• Provide detailed and timely feedback to the head of the department on performance results; provides detailed recommendations with follow-through.
• Works directly with leadership to communicate and address quality concerns. Share feedback on any improvements, or challenges that either positively or negatively affect Customer Experience
• Identify opportunities to improve the daily processes and works on implementation.
• Accept additional duties and responsibilities as delegated by your head of the department.

Job Types: Full-time, Regular / PermanentSalary: ?20,000.00 - ?31,000.00 per monthBenefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift
• Morning shift

Application Question(s):

• Are you available in Bangalore to attend a face to face interview?

Education:

• Higher Secondary(12th Pass) (Preferred)

Experience:

• total work: 4 years (Preferred)
• Quality Analyst: 2 years (Preferred)

Language:

• English (Required)

Speak with the employer
+91 8105624687