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04/04 Aishwarya Mane
Senior Recruitment Specialist at Randstad India

Views:182 Applications:26 Rec. Actions:Recruiter Actions:10

Quality Associate - BPO (4-10 yrs)

Mumbai Job Code: 814439

Quality Associate


Needed Experience :

- Minimum 4 years in Contact Centre Quality Evaluation

- Experience in evaluating multi channel Contact centre interactions (Chat/Social/Email/Inbound/Outbound processes)

- Experience in Vendor Management

- Working knowledge & experience on Quality Evaluation process

- Extensive experience in feedback Mechanism & driving Process improvement

- Ability to establish credibility and rapport with all key stakeholders including product, marketing, engineering teams

- He/she should thrive in a fast-paced and ambiguous environment.

- Strong written and verbal communication skills

ROLE :

- Conduct Quality evaluations of Outsourced Contact Centre Partner

- Ensure all SLA & KPI's are delivered.

- Drive Outlier Management at OSCC partner end

- Drive Process Improvement basis customers feedback across the group stakeholders

- Manage day-to-day Qualitative activities at Outsourced Partner & the organisation.

- Prepare KPI dashboards for all service channels.

- Deliver Superlative service & Customer response across channel (Chat/Social/Email/Call)

- Work closely with Training, CS Operations & Business Operations Teams for process implementation.

Women-friendly workplace:

Maternity and Paternity Benefits

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