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
We are seeking an enthusiastic and motivated Telecaller to join our team. The ideal candidate will be responsible for engaging with potential and existing customers, providing information about our products and services, and assisting with inquiries and concerns. The role requires excellent communication skills, a persuasive attitude, and a commitment to customer satisfaction.
Call Quality Hindi BPOStaff ManagementTeam Leader Quality
Our office is newly opened, the work will be totally official, we will keep calling on calling data regarding the product, we will have to satisfy the customer through calls