Roles and Responsibilities

• Participating in design of call monitoring formats and quality standards.

• Performing call monitoring, identifying errors and best practices on the call.

• Documenting call behaviors and giving appropriate feedback to the customer service agents.

• Applying 80:20 rules while giving feedback to the agent, discussing the call and creating an action plan with time lines.

• Identifying call drivers and reporting to Quality TL/Manager.

• Using appropriate data management system to compile and track performance at team and individual level.

• Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback.

• Providing training team with actionable data as and when required.

• Providing feedback to Call Center team leaders and managers.

• Preparing and analyzing internal and external quality reports / presentations for management staff review.

• Performing translations, IVR recordings and language assessments.

• Regular meetings with Quality manager

Desired Candidate Profile

2-3 Years of experience

Good communication skills

Need experience from BPO (Quality Auditing ) only.

Perks and Benefits

Salary upto 35000/- in hand

Interested candidate can share their resume [email protected]

or can call Shivangi-9810864895

Walk- In

Address: Plot No. 197-198, Sec -82,Noida Special Economic Zone (NSEZ) Noida Phase II, Noida Dadri Road, Noida -201 305

Regards

Shivangi

Human Resources

Cyfuture