Call Quality Job Vacancies in Thane

Urgent required 50 candidates for Tele Sales process in Banking sector. Best salary + unlimited incentives

Roles and Responsibilities:Implement and ensure Call Quality Audit.Implement relevant measures to achieve desired level of Customer Satisfaction.Monitor Call Quality & Analyse training gaps required for Customer Satisfaction.Conduct timely review and prepare Monitoring Improvement planTo ensure that our call centre agents are interacting with customers in accordance with company's set guidelines and are serving in best interest of business.Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance.Work on a continuous process of evaluating and identifying key behaviour that drives sale and improve customer experiences. Tracking and measuring the transaction monitoring compliance against the sampling targetOwn and contribute to the management of Complaint/Issue tracking, resolution and analysis

Roles and Responsibilities:Implement and ensure Call Quality Audit.Implement relevant measures to achieve desired level of Customer Satisfaction.Monitor Call Quality & Analyse training gaps required for Customer Satisfaction.Conduct timely review and prepare Monitoring Improvement planTo ensure that our call centre agents are interacting with customers in accordance with company's set guidelines and are serving in best interest of business.Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance.Work on a continuous process of evaluating and identifying key behaviour that drives sale and improve customer experiences. Tracking and measuring the transaction monitoring compliance against the sampling targetOwn and contribute to the management of Complaint/Issue tracking, resolution and analysis

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 (e.g. 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.