– Monitoring calls and providing feedback to a team of approximately 50-100 CSE’s
– Identifying areas of opportunity and creating plans of action for bottom quartile performers
– Organizing and facilitating call calibrations (inter and intra department)
– Investigation of internal and external complaints.
– Conducting daily/weekly briefing and review sessions with the unit
– Conducting trainings for on-floor agents to improve productivity
– Participates in design of call monitoring formats and quality standards
– Uses quality monitoring scores to compile and track performance at team and individual level
– Provides actionable data to various internal support groups as needed
– Prepares and analyses internal and external quality reports for management staff review
– Act as a Subject Matter Specialist on Quality improvements for the assigned portfolios
Job Types: Full-time, Regular / Permanent
Salary: Up to ₹600,000.00 per year
Benefits:
– Life insurance
– Provident Fund
Schedule:
– US shift
Supplemental pay types:
– Performance bonus
Ability to commute/relocate:
– Kharadi, Pune – 411014, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Education:
– Higher Secondary(12th Pass) (Required)
Experience:
– Call Montoring: 2 years (Required)
– Quality Assurance: 2 years (Required)
– International Call Center: 2 years (Required)
– Call Monitoring Form: 2 years (Required)
Shift availability:
– Night Shift (Required)
Application Deadline: 21/01/2023