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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