Leader Quality Assurance (Full Time)

Coverfox Insurance Broking Pvt Ltd

key responsibilities:  monitor and listen to recorded customer service calls, providing feedback to call centre agents on areas of improvement  analyze call data to identify trends and recommend process improvements to increase customer satisfaction  score calls using a pre-determined set of criteria, documenting results in a detailed report  participate in calibration sessions with other quality analysts to ensure consistent scoring  escalate serious issues identified during monitoring to the appropriate management channels  generate monthly reports summarizing quality assurance findings and make recommendations for improving call centre operations  train new call centre agents on company policies and procedures, as well as best practices for providing excellent customer service  serve as a subject matter expert on all call centre software and hardware systems  assist with the development and implementation of new call centre processes and procedures  handle customer inquiries and complaints escalated from call centre agents  maintain up-to-date knowledge of industry trends and developments  perform other duties as assigned

• Experience

  2 - 3 Years

• No. of Openings

  1

• Education

  B.A, B.B.A, B.Com

• Role

  Leader Quality Assurance

• Industry Type

  Manufacturing / Production / Quality

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face interview location

  Bhavya Corporate Tower, Tower- B, 2nd Floor, Unit no- 207, Vibhuti Khand, Gomti Nagar, Lucknow