Call Monitoring

I Fly Now

responsibilities:

maintain and develop internal support and call center quality standards;

review a subset of support agents’ conversations (calls, emails, chat, etc) on klaus;

assess support interactions based on internal standards;

accompany evaluations with meaningful and constructive feedback;

discuss and explain feedback with agents in regular meetings;

analyze all customer service metrics (. csat, frt, iqs) and how the support team’s performance affects those kpis;

create strategies to improve support kpis;

help agents improve their performance with specific instructions and constant support;

map the need for training and onboarding programs and initiate these projects;

monitor customer service performance on the agent and team level;

create reports that reflect support performance;

report support team’s performance to higher-ups;

participate in calibration sessions to maintain consistency in internal evaluations;

contribute to the team culture in a positive manner.

requirements:

experience in the customer service space;

proven track record of analytical skills;

hands-on experience in quality assurance;

great people skills and ability to communicate (negative) feedback;

good organizational skills, knowledgeable in goal-setting practices;

examples of data visualization abilities and understanding of support metrics;

perception of basic business metrics and how support impacts those;

problem-solving capabilities to create meaningful strategies to improve support quality.

• Experience

  1 - 3 Years

• No. of Openings

  4

• Education

  B.Com

• Role

  Call Center Quality

• Industry Type

  Manufacturing / Production / Quality

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office