Roles Responsibilities
- To manage transaction quality profile
- To conduct audits as per defined guideline and sampling for transaction monitoring
- To ensure 100% closure of feedback
- To create and publish regular audit reports with management and clients (daily, weekly, monthly)
- To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls
- To drive process improvement initiatives
- To drive calibration sessions with internal or external customers
- To conduct training for group of agents, when needed
- To conduct quality induction for new hire batch
Required Experience, Skills And Qualifications
Good communication skillsShould have experience managing Quality in BPO / Contact CenterPreferred to have six sigma knowledge and understanding of basic QC toolsMust have good analytical skills to conduct various analysis and RCA on a weekly / monthly basisShould be well versed with MS Office (Word, Excel, PowerPoint and Outlook)This job is provided by Shine.com
Skills Required
Qc Tools, Word, Analytical Skills, Outlook, Powerpoint, Excel, Six Sigma, Ms Office