Career

Analysis/audits inbound/outbound calls, emails, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CS support /Sales teams

Provides structured and timely recommendations; verbal and/or written feedback to the advisors.

Conduct Calibration sessions in sync with the Delivery and QA team

Develop, Recommend and monitor corrective and preventive actions

Identify training requirements and coaching

Prepare Daily/Weekly reports

Develops and conducts briefings for the targeted group of advisors that address Service Quality deficiencies and/or improvement opportunities.

Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CS /Sales Support teams and sites

A keen eye for Process enhancement, with knowledge and prior experience of call audits (Process Quality & Comm) (International BPO Process US/UK). Candidates with Sales/Lead generation backgrounds preferred.

The ability to identify gaps and provide inputs to improve performance.

A keen eye for detail coupled with analytical and problem-solving abilities.

A strong will to contribute, make positive and result-oriented changes.

Good verbal and written communication skills.

Knowledge of quality audit tools.

Basic level knowledge of excels reporting.