Job Description
Job Description
Role Purpose To undertake day to day activities for monitoring purpose
Role Accountability Listen to and evaluate recorded interactions
Achieve monthly productivity
Managing time
Coaching and sharing feedback to employees for monitored interactions
Collaborate with cross-functional teams to ensure execution of ongoing skill development and training
Providing the new ideas and process gaps while performing the monitoring
Communicate with team members and management in a professional manner
Drive agent improvement on FCR/CSAT and other business metrics like AHT etc
Identification of opportunities for improvement of overall customer experience
Reporting and analysis of defects and errors
Maintain great quality standards
Measures of Success(Define the Outcomes expected of the role) CSAT score of agents
Repeat score of agents
Reporting timelines and accuracy
Quality improvement across all process
Calibration outcome
Techinical Skills / Experience / Certification (If any) MS Office
Expert of Excel & Power-point
Presentation skills
Data analysis
Competencies critical for role with High Proficiency
Understanding of coaching tools & models
Strong decision orientation
Problem solving & logical reasoning
Proficient knowledge wart MS Office (excel/pivots/formula & PowerPoint etc.)
Good Communication & analytical skills
Candidates with 2-3 Years customer service experience will be preferred
Key External Stakeholder(s) SBIC
Key Internal Stakeholder(s) Functional teams within SBIC
Must have Qualification Graduate
Over All experience in role 2-3 Years
Relevant Experience with respect to the role (Specific QA) 1-2 Years
(Pl specify field and years) NBFC
Preferred Industry(If any) Preferably from the service industry : Credit Cards , BPO , Banks, NBFCs, Telecom, Insurance
