Quality monitor, call monitoring, call auditing,7QC,KRA,RCA.
looking for someone who have experience in outbound voice program, who have experience in
ROLES AND RESPONSIBILITIES:-
- IMPLEMENT AND MONITOR CALL RECORDINGS AND PERFORMANCE TO ACCESS FUNCTIONALITY, RELIABILITY AND QUALITY OF THE SALES PROCESS
- SHOULD BE ABLE TO LEAD AND MANAGE NEW IMPLEMENTATION IN QUALITY PROCESS To IMPROVE METRICS CONSISTENTLY
- CONDUCT CALIBRATION SESSIONS WITH THE TELECALLERS AND TEAM LEADERS TO ENSURE SCORING IS APPROPRIATE
- AUDIT THE REQUIRED NUMBER OF CALLS FOR THE DAY AND ENSURE THAT THE TELECALLERS ARE CATEGORIZED UNDER X Y AND Z RESPECTIVELY
- INDUCTION TO BE CONDUCTED ON QUALITY PARAMETERS FOR NEW JOINERS IN NEW INDUCTION BATCH
- REFRESHERS TO BE CONDUCTED BASIS THE QUALITY AUDIT REPORT AND METRICS TO BE IMPROVED
- CREATIVE AND THOUGHTFUL ACTIVITIES TO BE CONDUCTED TO IMPROVE THE QUALITY SCORE OF THE FLOOR
SKILL REQUIRED:-
- STRONG DATA ANALYTICAL THINKING AND PROBLEM SOLVING SKILLS
- STRONG STAKEHOLDER MANAGEMENT TO WORK ACROSS VERTICALS IF NEEDED
- MINIMUM OF 1 YEAR EXPERIENCE IN CALL CENTRE QA PROCESS
- TELECALLING EXPERIENCE OF 3 YEARS WOULD BE REQUIRED (ON PAPERS)
- PROFICIENCY IN MS EXCEL, WORD
- PREPARE BASIC QUALITY REPORTS PREPARATION (DAILY QUALITY DASHBOARD, CALL CALIBRATION, AGENT EVALUATION REPORT)
Qualifications
- Minimum qualification 10 th 12 th Graduation
- Experience in telesales, preferably in the insurance sector.
- Excellent communication and interpersonal skills.
- Ability to explain complex information in a clear and understandable manner.
- Strong negotiation and persuasion skills.
- Minimum 1 Years QA experience required on paper.
- Knowledge of insurance products and services is a plus.
Benefits
- PF , ESI , Group Medical Insurance.
- Competitive salary structure.
- Training and professional development opportunities.
- Supportive and collaborative work environments.
This job is provided by Shine.com
