Job Summary

Enhance process and competency of advisors by monitoring calls and providing feedback to agents.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

Reports to:   Quality Team Leader

Key Responsibilities   
•    Audits calls 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
•    Communicate and ensure implementation of process updates
•    Conduct live barge-ins (calls), 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 customer service 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 skills
•    Communication skills (Verbal and non-verbal)
•    Work flexibility

Education & Experience   
•    Bachelor’s degree from any stream
•    Min 2 years’ Experience as Quality Analyst
•    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

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