from 3 to 7 year(s) of Experience

Job Description

  • In charge of Quality Division
  • Design of Transaction Monitoring Sheet for gauging Call Quality
  • Design/Modification/Suggestion on Call Scripts of existing or upcoming products
  • Elevating Customer Satisfaction
  • Sharing Customer Concerns/Voice Of Customers with Management basis audit findings
  • Listening to Agents/Supervisor’s Calls and ensuring adherence of parameters
  • Highlight the errors, identify and bridge process gaps and implement corrective measures
  • Prepare reports and Analyse Overall Quality of our process
  • Provide Quality refresher trainings regularly to agents to keep the records
  • Quality driven process improvement
  • Bottom Quartile Management in terms of Quality

Salary: Not Disclosed by Recruiter

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Quality

Role:Team Leader-Quality Assurance/Quality Control

Key Skills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Mega Hr Consultant

Recruiting Firm
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Recruiter Name:Charitra

Contact Company:Mega Hr Consultant