Opening for Quality executive in BPO|Voice Process|

Job Summary
• To audit number of calls given by the client on daily basis.
• Record feedback and let the customer service representative know about his/hers areas of improvements.
• Bring in necessary changes to the process and constant updating of call center core process.
• To check whether CSR has incorporated knowledge and competence and customer was able to comprehend to what CSR was talking about.
• Attend call calibration, check if CSR has used right telephone etiquette and followed proper hold procedure and given proper resolution for customer’s request.
• Analyzing portfolio performance through call monitoring and performance reports .To deliver high quality training to new hires as per requirements of operations team .On time delivery of voice resources to business call monitoring, coaching and feedback.
• Responsible to drive key performance metrics related to voice and accent and soft skills, responsible to drive key performance matrix related to voice and accent and soft skills training.
• Responsible for maintaining quality audits related data and following audit processes. Utilizing, profiling quality tools and various data sources in order to determine causes of quality issues.
• MIS/data management (protection and confidentiality) resolution of employee queries . Compliance of organizations philosophy procedures and policies.

Qualifications and Skills

Qualification- UG/ Graduate

Experience - 1- 2 Years (As a quality executive in a BPO)

Job Type: Full-time

Experience:
• work: 1 year (Required)

Education:
• High school or equivalent (Required)

Location:
• Pune, Maharashtra (Required)

Language:
• English , Hindi (Required) Read more