- Knowledge Management :
- Evaluate calls and provide feedback to a team of approximately 25-35 Customer Service Executives.
- Cascade the procedural changes, and compliance updates received from the Compliance Team, Clients and other sources (after validation).
- Collaborate with respective Operations stakeholders to create plans of action for bottom performers.
- TNA (Training need analysis) – Analyze the call monitoring data to determine the areas of opportunities.
- TNI – Identify the training needs based on the TNA.
- Identify the bottom performers, and discover the root causes AOIs.
- Propose preventive and corrective actions to the stake holders, get a buy-in and execute collaboratively to impact the performance positively.
- Organize and facilitate call listening sessions.
- Conduct daily/weekly briefing.
- Conduct trainings for on-floor agents to improve productivity.
- Investigate internal and external complaints.
- Participate in design of call monitoring formats and quality standards.
- Act as a Subject Matter Specialist on Quality improvements for the assigned portfolios. Conduct special / critical audits besides the regular call monitoring – Payment calls, specific dispositions, credits, etc.
- Builds world-class, development teams through clear expectations and objectives management, career development, and smart recruiting. ·
- Actively participates in the continuous improvement of software development process.
- Performs root-cause analysis, identifies problem areas, and makes recommendations for improvement.
- Minimum of 4 years of international voice BPO experience.
- Minimum of 1year of Collections experience – Voice.
- Should be comfortable working in night shifts.
- Should have excellent verbal and written communication skills.
- Should have good presentation skills.
- Should have basic MS Office skills (Excel, PPT & Word) & interpersonal skills.
- Should have the ability to execute policies, processes and procedures of the organization.
- Should be good at multitasking; able to consistently execute and complete the tasks within the deadlines.
Kindly Note: At Credence, we uphold the highest standards of integrity in our recruitment process. We do not charge any fees at any stage of the hiring process, and we strictly prohibit any third parties, vendors, or individuals from soliciting money in exchange for job opportunities at Credence.
If you are approached by anyone requesting payment or offering you a position at Credence in exchange for money, do not engage with them. Such actions are fraudulent and not authorized by Credence. Please report any such incidents immediately to our official HR team at [email protected]
Your safety and trust are important to us. Thank you for helping us maintain a fair and transparent hiring environment.
