Salary Offered: 10 LPA
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
Interested candidates can Call 044-43443707 or apply
Didn’t find the job appropriate? Report this Job