Core Responsibilities
- Performance Monitoring: Listening to recorded or live calls to analyze agent performance and identify improvement areas.
- One-on-One Coaching: Conducting regular, personalized coaching sessions focusing on communication, soft skills, and problem-solving.
- Data Analysis: Reviewing KPIs such as Average Handle Time (AHT), quality assurance (QA) scores, and customer feedback.
- Training & Development: Creating training materials, conducting workshops, and providing on-the-job training for new and experienced agents.
- Quality Assurance (QA) Support: Partnering with quality teams to calibrate scoring and ensure compliance with company policies.
- Goal Setting: Developing personalized improvement plans for agents and setting milestones for success.
Pay: Up to ₹20,000.00 per month
Benefits:
- Health insurance
- Life insurance
- Provident Fund
Work Location: In person
