Key responsibilities:
- Implement and ensure Call Quality Audit.
- Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards.
- Provide detailed feedback to agents and team leaders regarding performance and service quality.
- Conduct regular calibration sessions with the agents.
- Collaborate with team leaders to improve overall service quality and customer satisfaction.
- Ability to provide constructive feedback in a positive manner.
- Monitor Call Quality & Analyze training gaps required for Customer Satisfaction.
- To ensure that our employees are interacting with customers in accordance with company &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 behavior that drives sale and improve customer
Experiences.
Educational Qualification: Graduate and Above.
