Job Description
The job holder will be responsible for doing evaluations on each representative in various functions and be able to give constructive feedback and coaching with a view to enhancing customer experience.
R&Rs
Monitor and evaluate touch point representatives.
Provide feedback to representatives with regards to their quality performance
Complete feedback sheets
Identify and escalate training needs
Report Deviance from Standard Operating Procedures to Supervisors
Coach CSRs
Evaluate and recommend processes and procedures of Operations Divisions
Conduct trend analysis
Handle escalated queries
Manage and monitor QA system
Identify and contribute to quality initiatives
Prepare quality reports
Regularly report to the various functional teams on employee performance evaluations specific to observations conducted through quality monitoring and screening activities.
Develop and maintain evaluation criteria
Research quality standardsDocument gaps identified in audit ratings vs QA ratings
Requirements
Minimum first degree in social sciences or a business-related field
An additional focused Call Centre qualification and Diploma in Customer Services Management will be an added advantage.
3 years of working experience at the Call Centre or in the Service Industry
Experience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage
Excellent interpersonal skills
Ability to motivate to produce results
Excellent oral and written communication skills
Dependability
Multi-tasking
Apply via :
dlight.zohorecruit.in