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Job Description

-Quality check on the calls taken by the advisors Call monitoring & quality check of calls

-Coaching and feedback on the areas of improvement on the calls evaluated

-Taking briefs and de brief sessions with the agaents and addressing the issues pretaining to the quality paarameters

-Compile audit results of the team

-Benchmarking calls with team leaders and operation managers

-Develop new quality form as per the process requirement

-Reporting the gaps and the areas of oppurtunities and sahring the best practices

-Plan and strategise,to enhance the quality of the sale with the better customer experience resulting in the increase of the conversion ratio

-Maintain Daily, Weekly & Monthly Call Quality Reports and Presentations for Review & Performance analysis

-Ensure Zero compliance issues in terms of call quality

-Grooming the team leaders and the supervisors on the methods of Coaching and feedback

-Technical Support experience mandatory

Key Skills


Call Centre / BPO / KPO

Functional Area

ITES / BPO / KPO / LPO / Customer Service / Operations

Number of Vacancy



Higher Secondary, Secondary School, Other Bachelor Degree, Other Master Degree, Other Doctorate Degree

About Univer Solution Pvt. Ltd.

UNIbizTEC is a brand name of Univer Solution Pvt.Ltd, established in 2013 as an IT consulting firm. Since creating UNIbizTEC, we have empowered hundreds of businesses to enhance their online presence, brand awareness and customer satisfaction by employing custom strategies and solutions

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