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Hiring For SME / QA-Customer support

ConfidentialDelhi

8 days ago

Job description

Key Skills

Experience in contact Centre environment of min 3 Yrs with good credentials
Should have the experience in handling Phone volume
Ability to coach & provide feedback
Good Written & Communication Skills
Have great nudge for Customer Service Management.
Aware of Service Levels in program

Job Responsibilities : (QA)

Should be Excellent at verbal and written communication

Should have QA on papers

Analytical and Solution based approach to real-time issues. (RCA, data analysis, problem solving and Issue resolution, etc.)

Multi Task and Perform day to day operational deliverables with efficiency

Ability to perform under stretch and pressure situations.

Team Player / willing to switch to Trainer / SME role basis business requirement

Basic knowledge of Basic Quality Tools, DMAIC methodology, Spreadsheet / Trix, Google Presentation and docs.

Job Responsibilities (SME) :

Floor support for frontline agents

Handling escalation and supervisor calls

BQ agent performance improvement

Knowledge refresher, DSAT analysis, coaching and feedback

Drive innovation & product / Process enhancement

Managing teams performance and key client metric deliverables

Skills Required

Coaching, Customer Service Management

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Hiring For Support • Delhi

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