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Job Location: Gurgaon/Gurugram
Roles and Responsibilities
- High performance delivery on all quality parameters.
- Conduct audits and feedback for all the agents with the objective of improving agents throughput and maintaining customers satisfaction.
- Understand customer needs and requirements to develop effective quality control processes.
- Performs monitoring and assessment of all interactions of the associates (Inbound /Outbound Calls, e-mails, social, etc.)
- Data analysis and creating designated reports/dashboards.
- Prepare TNA, publish and execute for 100% closure.
- Reduce the learning curve and help enhance product/process knowledge of new team members.
- Ensure that internal policies, procedures, and compliance regulations are being followed.
- Execute internal call listening/calibration sessions.
- Maintain and sustain exceptional KPI performance.
Desired Candidate Profile
- Graduate/ Post Graduate degree in any discipline.
- Proven experience in the field of Quality Assurance-Customer Service.
- Excellent communication (verbal and written) skills in Hindi and English.
- Good listening ability to understand customer issues very clearly and provide resolution.
- Analytical and quantitative Skills
- Data Handling/ Data interpretation.
- Process orientation and structured thinking.
- Ability to function independently as well as in a team, multi task in a high energy environment
- Demonstrated ownership to resolve challenging customer issues, escalating when necessary
- Ability to maintain regular and reliable attendance, including the daily schedule; operational flexibility with the working schedule will be expected to work on weekends, holidays and event
- Familiarity with Microsoft Office.
Perks and Benefits
PF & Medical
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