Senior Associate /Lead - Quality

Duties and responsibilities :

- Participates in design of call and email monitoring formats and quality standards.

- Performs call and email monitoring and provides trend data to site management team.

- Uses quality monitoring data to compile and track performance at team and individual level.

- Monitors email customer contacts.

- Participates in customer and client listening programs to identify customer needs and expectations in line with policies.

- Provides actionable data to various internal support groups as needed.

- Coordinates and facilitates call calibration sessions for call center staff.

- Provides feedback to call center team leaders and managers.

- Prepares and analyses internal and external quality reports for management staff review.

- Ability to perform Multi-Tasking with Prioritization

- Can identify Improvement areas and successfully implement

Candidate Profile :

- Minimum 3 years of experience with customer service and quality monitoring

- Excellent communication skills both written and verbal

- Strong reading and verbal comprehension skills

- Ability to identify customer's issues over emails/letters and phone

- Ability to research the facts from our different systems and connect the dots

- Preferably worked with UK customers in the past

- Preferably familiar with the UK culture and UK communication style

- Should be able to familiarize with UK Laws and regulations and apply those guidelines while managing complaints

- Strong Inter-personal with Excellent Communication skills

- Proficient in MS office

- Should have good analytical skills and be self-driven

- Experience of working on Lean or Six Sigma projects

- Key Skills & competencies

- Strong writing & drafting skills

- Strong verbal communication skills

- Sound technical knowledge

- Influencing people

- Delivering results

- Problem solving

- Adapting approaches

Location :

- Position will be based out of Gurgaon

Note : Location for the same position would be Gurgaon and shift timings would be 1 - 10 pm. Another important thing, candidate need to commute by their own as we will not provide any cab facility.

Kindly call for a details discussion to 9003045926. Apply or call back.

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