Call Center Quality Manager

Work Location: Bengaluru

Duties / Responsibilities:

- Audits transactions, Surveys customers to get feedback on the experience upon contacting contact centers

- Capture all information ascertained accurately and elaborately

- Call dissatisfied customers and establish the reasons for dissatisfaction, identify areas of improvement and report this to the Team Leader

- Identify ACPT by regular RCA and with a solution.

- Should work on DSAT/CSAT analysis

- Should be able to provide recommendations for process improvements

- Understand and implement process updates shared by TL

- Handle escalations: create and maintain complaints/red alert tracker

- Conduct calibration sessions with Team Leader to ensure consistency in process adherence

- Drive and support Continuous Improvement projects

Required Skills:

- Exposure to Business Processes either call center or back office processes

- Strong listening and feedback skills

- Strong analytical skills with problem-solving ability from a customer perspective: should be able to place customer and customer needs as the goal and offer an appropriate resolution

- Knowledge of Root Cause Analysis

- Drive for process improvement and development

Other Competencies

- Keenness to learn

- Team Player

- Exhibits integrity in all given circumstances

- Shows high level of commitment