Duties.
Participating in the design of call monitoring formats and quality standards.
Perform call monitoring and provide trend reports to site management team.
To use a quality monitoring data management system to compile and track performance at an individual level and sharing feedback.
Participates in prospect and client listening programs to identify customer needs and expectations.
Coordinate and facilitate call calibration sessions for respective teams.
Provide feedback to RA’s and sharing performance tracker to team leaders and managers.
Ability to perform multiple tasks and adjust quickly in short time frames with limited direct supervision
Responsibilities: KRA/KPI
Call quality monitoring.
Providing Feedback to DGE.
Generating daily, weekly & monthly Quality Reports.
Upgradation of business processes.
Formulating Assessment Program.
Monitor changing trends.
Drawing feedback and checking quality of maintenance.
Keeping track of latest industry trends.
Creation of evaluation program.
Training and coaching of new joiners.
Requirements:
Min 01 years’ relevant experience. (Lead Generation experience preferred)
Excellent Communication Skills. organizational, motivational and time management skills.
Ability to work in flexible hours if necessary (all shifts).
Proficient in MS-Excel.
Excellent Internet Research & Computer skills.
7 QC tool knowledge preferred.
