Call Monitoring

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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 teams 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 teams 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