Job Description

 Manage a large and diverse team of Quality working towards pre-defined targets

Responsible for maintaining discipline and absenteeism of team on the floor

Responsible for staff retention within the team

Ensure prompt and accurate service and achievement of targets

To conduct and initiate weekly/monthly team and client meetings on regular basis to ensure all problems are dealt with effectively & efficiently. Auditing calls and giving feedback to the agents on regular basis. Coordinate and facilitate call calibration sessions.

Participates in designs of call monitoring, quality standards, operations set up. Identify, capture customer feedback & Inputs.

Making sure that the Fatal errors are escalated to Management.

Prepare and analyze internal and external quality reports.

 

To provide support to Operation team to meet and sustain client targets by providing accurate & timely analysis.

Call monitoring and evaluation. 

Timely feedback to agents. 

Variance reporting.

Ensuring implementation of action plan.

Tracking compliance of corrective actions. 

Continuously improving process performance metrics.

Ensuring key issues related to process is reported and corrective action are taken from client side.

 

Desired Candidate Profile

Please refer to the job description above

Key Skills

Key Skills

. Quality analyst, Technical Support, q.a, technical trou, Quality Monitoring, Call Monitoring, call barging, Quality Auditor etc

Qualification

. Any Graduate

Additional Qualification

. Quality analyst, Technical Support, q.a, technical trou, Quality Monitoring, Call Monitoring, call barging, Quality Auditor etc

Industry

. BPO/KPO/LPO/ITES/CRM/Transcription/E Learning

Functional Area

. BPO/ITES/KPO/Customer Service/Technical Support

Job Role

. Call Center Agent

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