Skills:
Quality Assurance, Defect Tracking, Test Planning, Analytical Skills, Attention to Detail, communication skill, dental background,
- Quality Assurance for Calls and Emails
Objective: Ensure the highest quality of customer interactions through calls and emails, maintaining consistency, professionalism, and accuracy.
- Call Monitoring and Evaluation:
- Review and assess inbound and outbound calls for quality assurance purposes.
- Provide feedback to customer service representatives (CSRs) based on call evaluations.
- Ensure adherence to call scripts, policies, and procedures.
- Email Monitoring and Evaluation:
- Review and assess email communications for clarity, professionalism, and accuracy.
- Provide feedback to CSRs on email correspondence.
- Ensure compliance with email templates and response guidelines.
- Quality Metrics:
- Develop and maintain quality scorecards and metrics.
- Report on quality trends and areas for improvement.
- Set quality benchmarks and targets for the team.
- Training and Development
Objective: Enhance the skills and knowledge of the customer service team through continuous training and development.
- Training Programs:
- Develop and conduct training sessions for CSRs on call and email etiquette.
- Provide training on dental terminology and procedures relevant to the lab's services.
- Continuous Improvement:
- Identify training needs based on quality evaluations.
- Create and update training materials and manuals.
- Monitor the effectiveness of training programs through performance assessments.
- Public Speaking and Presentation Skills
Objective: Effectively represent the lab in virtual meetings with dental offices, showcasing products and services.
- Presentation Preparation:
- Develop and organize presentations for virtual meetings with dental offices.
- Ensure content is accurate, engaging, and tailored to the audience's needs.
- Public Speaking:
- Conduct virtual presentations with confidence and clarity.
- Address questions and concerns from dental office representatives effectively.
- Demonstrate deep knowledge of dental products and services offered by the lab.
- Meeting Facilitation:
- Coordinate and facilitate virtual meetings, ensuring smooth execution.
- Follow up on action items and feedback from meetings.
- Customer Feedback and Satisfaction
Objective: Gather and analyze customer feedback to improve service quality and customer satisfaction.
- Feedback Collection:
- Implement mechanisms for collecting customer feedback from calls, emails, and virtual meetings.
- Analyze feedback to identify trends and areas for improvement.
- Actionable Insights:
- Develop action plans based on feedback to address service gaps.
- Collaborate with other departments to implement improvements.
- Reporting and Documentation
Objective: Maintain accurate records and provide regular reports on quality assurance activities and performance.
- Documentation:
- Document all quality evaluations, feedback, and training sessions.
- Maintain records of customer interactions and feedback.
- Reporting:
- Provide regular reports on quality metrics and improvement initiatives.
- Present findings and recommendations to management.
Required Skills And Qualifications
- Dental Background:
- Knowledge of dental procedures, terminology, and industry standards.
- Experience working in a dental office or dental-related role is preferred.
- Quality Assurance:
- Experience in quality assurance for customer service calls and emails.
- Strong analytical skills for evaluating customer interactions.
- Communication Skills:
- Excellent verbal and written communication skills.
- Proficiency in public speaking and presentation skills.
- Customer Service:
- Understanding of customer service principles and practices.
- Ability to handle customer inquiries and resolve issues effectively.
- Technical Proficiency:
- Familiarity with call monitoring software and email management systems.
- Proficiency in using virtual meeting platforms (e.g., Zoom, Microsoft Teams).
Performance Metrics
- Quality Scores:
- Maintain an average call and email quality score above a specified threshold.
- Training Effectiveness:
- Improvement in CSR performance post-training.
- Customer Satisfaction:
- High customer satisfaction ratings from feedback surveys.
- Presentation Success:
- Positive feedback from dental offices on virtual presentations.
Night Shift -
International Process
Job Location - Andheri 
