• Recruit Agents / Advisors. • HandlingTeam • Manage Agents / Advisors through proper coaching and training. • Drive Agents / Advisors and build team size, activity ratio, case rate per active agent and case size to achieve the premium targets.
• To manage transaction quality profile for a customer service / sales process for our domestic client • To conduct audits as per defined guideline and sampling for transaction monitoring • To ensure 100% closure of feedbacks • To create and publish regular audit reports with management and clients (daily, weekly, monthly) • To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls
• Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook) • Should have excellent communication skills (written and spoken) • Preferred to have six sigma knowledge and understanding of basic QC tools • Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis
The Quality Manager will understand the business metrics, build a story which summarizes holistic quality performance, identify solutions, and implement the necessary actions which lead to improved performance and customer experience.
The candidate needs to conduct daily unit or integration testing as assigned by the Test Team Leader. As a Test Team member, the candidate will improve the Test Methodology via the development of specific work instructions or test tools.
•Call monitoring, call audits or Transactional/back audits. •Feedback & Coaching – Feedback should be one on one feedback •worked on CSAT/Voice of customer analysis •Knowledge of 7 tools of QC •Different types of reports & analysis •Lean/Six Sigma
Hiring for DERM in on of the Leading IT Brand @ Kolkata !!
Our Client is an Indian multinational information technology (IT) services and consulting company, also it is the second largest Indian company by market capitalisation.
Skill : DERM
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