Objective:

Prime function to improvise and facilitate CS staff of call center and support center through monitoring calls, CRM tasks, conducting counseling and feedback sessions for the accomplishment of performance expectations and customer satisfaction.

Main Responsibilities:

Represent quality assurance in relevant team meetings and huddles, to communicate quality related issues and challenges.

Conduct feedback sessions with individuals and teams to ensure quality of service and accomplishment of performance levels.

Coordinate with respective agent(s), in-case of any quality related issue or query.

Ensure accomplishment of all targets in terms of performance and timelines assigned by line manager (Call & Support center)

Evaluate performance through spot checks, recorded calls and CRM tasks as per the standard, evaluation criteria defined in performance scoring module and timelines defined by the line manager, in order to ensure performance excellence of CSR.

Improvise required performance level and quality standards related to call center and support center by providing feedback and counseling of CSRs on quality scores and analysis to supervisors/team leads.

Ensure all non conformities of related evaluated staff are reported as per established CS policies and procedures.

Develop good interpersonal relationship with internal customers.

Output / Deliverables:

Performance monitoring through call, CRM tasks evaluations

Conduct feedback and coaching sessions to maintain performance levels

Ensure that Call Center and Support staff is working in compliance with CS policies and procedures.

- Interpersonal, strong communication and influential skills
- Strong analytical skills
- Strong observatory skills
- Proficiency in MS office
- Product, system & customer services knowledge
- Problem solving
- Team player