Quality Assurance - Customer Service

Updated: June 02, 2024 12:39 AM GMT

Channel Marketing

Mira Bhayandar, Maharashtra

• Roles and responsibilities:
• To manage transaction quality profile for a customer service / sales process for our domestic client To conduct audits as per defined guideline and sampling for transaction monitoring To ensure 100% closure of feedbacks To create and publish regular audit reports with management and clients (daily, weekly, monthly) To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls To drive process improvement initiatives To drive calibration sessions with internal or external customers To conduct training for group of agents, when needed To conduct quality induction for new hire batch Leading client calls, meetings, and calibrations with internal and external stakeholders Presenting CQ results and metrics in client reviews.
• Technical skills:
• Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook) Should have excellent communication skills (written and spoken) Preferred to have six sigma... More Detail