Hiring For SME/QA-Customer support

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