Opening for Customer Service Quality Assurance

Min 2 Years of experience

Job location - Kurla (Mumbai)

NP - Immediate to 30 Days

Establish and refine internal standards for support and call center quality assurance.
Review a selection of support agents interactions across various channels (calls, emails, chats, etc.).
Evaluate support engagements against predetermined quality benchmarks.
Provide agents with constructive feedback and guidance during regular meetings.
Engage in dialogue with agents to elaborate on and clarify feedback.
Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance.
Devise strategies to enhance support KPIs.
Assist in enhancing agent performance through targeted guidance and ongoing support.
Identify training and onboarding needs and spearhead relevant initiatives.
Monitor customer service performance at both individual agent and team levels.
Generate comprehensive reports reflecting support performance.
Communicate support team performance findings to upper management.
Participate in calibration sessions to ensure consistency in internal evaluations.
Foster a positive team culture.
Person/ Experience/knowledge required:

Qualification Graduation
Skill *Oral & Written English Communication, MS Office
Prior experience in customer service roles.
Demonstrated proficiency in analytical abilities.
Practical experience in quality assurance procedures.
Problem-solving acumen to devise impactful strategies for enhancing support quality.