Call Centre Executive

Job Summary & Purpose:

The objective of this role is to audit the work done by call center agents (LOBs like Chat Inbound & Outbound ca BO). The role also caters to incremental improvement to achieve process excellence.

Key Performance Areas (KPAs) & Principal Accountabilities:

1. Audit calls/chat/back office team of the call center recorded or live in order to assess compliance with protocols and quality parameters.
2. Developing and implementing quality control audit plans.
3. Monitoring and evaluating the team based on the key performance indicators (KPIs).
4. Providing coaching advice and guidance based on audit findings and delivering performance feedback to associates as outlined in the business units policies and procedures.
5. Preparing reports and maintaining ongoing record keeping of results of assigned audits utilizing established guidelines.
6. Maintain process SLAs.
7. Assisting in the implementation of standard procedural guidelines for new business. Accomplishment of other process works as per the business requirement.

Requirements

Experience (Yrs & Field):

• Prior experience of a minimum of 1 year in the quality process, continuous quality improvement, and quality standards. Knowledge of different industries sectors and roles will be an added advantage.
• Added advantage to know NPS.

Educational Qualification:

• Diploma (essential).
• Graduate (preferred).

Professional Certifications:

• Hospitality/Six Sigma/Customer Experience.

Skills & Abilities:

• Excellent verbal and written communication skills.
• Ability to give constructive and direct feedback to agents concerning communication and soft skills.
• Strong team player.
• Problem solver.
• Strong customer focus.
• Computer proficiency.
• Proficient in MS Office.