Key Duties and Responsibilities
- Call Monitoring: Listen to recorded or live calls to grade agent performance against a scorecard.
- Identify Gaps: Find out where agents struggle and recommend extra training or coaching.
- Track Metrics: Monitor performance data like CSAT (Customer Satisfaction Score) and FCR (First Contact Resolution).
- Process Improvement: Spot recurring customer issues and suggest changes to scripts or company policies.
Pay: ₹15,000.00 - ₹30,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Work Location: In person
