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Call Center Quality Manager (6-15 yrs)
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
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