Verified Job
Customer Support / TeleCaller
Quality Analyst Chat Process BPO
Customer Support / TeleCaller
#212885
Remote / WFH
Job Description
Company Description
Apertum Online is a leading B2B Tech startup providing business and technical services to the global online and mobile gaming industry.
Apertum Online offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals and build and support scalable products and technology which already provide entertainment to millions of users.
Job Description
Role Purpose: Enhance process and competency of advisors by monitoring chat, email etc. communication with customers and providing feedback.
Key Responsibilities
• Audits chat, email etc. external and internal communication and give feedback on strength and developmental areas to improve Executives’ performance
• Coach the Executive, on identified gap areas, to increase the performance and meet the defined target as defined by the stakeholders
• Knowledge improvement through refreshers
• Recommendation for refreshers through TNI (Training Needs Identification & Analysis)
• Communicate and ensure implementation of process updates
• Conduct live barge-ins (chat), to build Executive Competencies
• Conduct RCA (root cause analysis) and share synopsis as and when required
Key Performance Indicators
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Educate customers services executives and Team Leaders on services and processes and new updates
• Adhere to laid down internal policies, procedures, and processes
• Work collaboratively with the team
• Logical reasoning
• Exceptional Audit / analytical and selling skills
• Chat, email etc. communication monitoring and feedback skills
• Communication skills (Verbal and non-verbal)
• Work flexibility
Qualifications
Education & Experience
• Bachelor’s degree from any stream
• Min 2 years’ Experience as Quality Analyst (Green Belt Certification will be an added advantage)
• Assess agents’ Performance
• Fluent in written and spoken English
• Uses quality monitoring data management system to compile and track performance at team and individual level
• A fast learner who can work with set targets
• Good knowledge of MS Excel
• Must be time flexible and able to work in a shift system including Public holidays and Weekends
Apertum Online is a leading B2B Tech startup providing business and technical services to the global online and mobile gaming industry.
Apertum Online offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals and build and support scalable products and technology which already provide entertainment to millions of users.
Job Description
Role Purpose: Enhance process and competency of advisors by monitoring chat, email etc. communication with customers and providing feedback.
Key Responsibilities
• Audits chat, email etc. external and internal communication and give feedback on strength and developmental areas to improve Executives’ performance
• Coach the Executive, on identified gap areas, to increase the performance and meet the defined target as defined by the stakeholders
• Knowledge improvement through refreshers
• Recommendation for refreshers through TNI (Training Needs Identification & Analysis)
• Communicate and ensure implementation of process updates
• Conduct live barge-ins (chat), to build Executive Competencies
• Conduct RCA (root cause analysis) and share synopsis as and when required
Key Performance Indicators
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Educate customers services executives and Team Leaders on services and processes and new updates
• Adhere to laid down internal policies, procedures, and processes
• Work collaboratively with the team
• Logical reasoning
• Exceptional Audit / analytical and selling skills
• Chat, email etc. communication monitoring and feedback skills
• Communication skills (Verbal and non-verbal)
• Work flexibility
Qualifications
Education & Experience
• Bachelor’s degree from any stream
• Min 2 years’ Experience as Quality Analyst (Green Belt Certification will be an added advantage)
• Assess agents’ Performance
• Fluent in written and spoken English
• Uses quality monitoring data management system to compile and track performance at team and individual level
• A fast learner who can work with set targets
• Good knowledge of MS Excel
• Must be time flexible and able to work in a shift system including Public holidays and Weekends
