Job Description

we are hiring sales trainer for thrissur location.

Key Responsibilities:

Performance Monitoring:

Listen to and review live or recorded calls, emails, and chats to assess customer interactions.

Quality Scoring:

Evaluate agent performance against established criteria, including adherence to scripts, empathy, issue resolution, and overall customer experience.

Feedback & Coaching:

Provide constructive feedback and coaching to agents to help them improve their skills and align with quality standards.

Root Cause Analysis:

Identify the underlying causes of recurring quality issues and recommend solutions.

Reporting:

Generate daily, weekly, and monthly quality reports, analyzing performance data to identify trends and areas for improvement.

Process Improvement:

Recommend actionable plans and strategies to enhance overall operational efficiency and customer satisfaction.

Compliance:

Ensure that all customer interactions and processes comply with company policies, regulations, and SLA targets.

Calibration:

Participate in calibration sessions with operations and training teams to maintain consistency in quality evaluations.
Job Type: Full-time

Pay: ?30,000.00 - ?60,000.00 per month

Work Location: In person