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Call Center Quality Manager

6.00 to 15.00 Years   Bangalore   25 Jan, 2023
Ave-promagne
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaQuality (QA-QC)Customer Care Executive (Call Centre)
EmploymentTypeFull-time

Job Description

    Work Location: BengaluruDuties / Responsibilities:- Audits transactions, Surveys customers to get feedback on the experience upon contacting contact centers- Capture all information ascertained accurately and elaborately- Call dissatisfied customers and establish the reasons for dissatisfaction, identify areas of improvement and report this to the Team Leader- Identify ACPT by regular RCA and with a solution.- Should work on DSAT/CSAT analysis- Should be able to provide recommendations for process improvements- Understand and implement process updates shared by TL- Handle escalations: create and maintain complaints/red alert tracker- Conduct calibration sessions with Team Leader to ensure consistency in process adherence- Drive and support Continuous Improvement projectsRequired Skills:- Exposure to Business Processes either call center or back office processes- Strong listening and feedback skills- Strong analytical skills with problem-solving ability from a customer perspective: should be able to place customer and customer needs as the goal and offer an appropriate resolution- Knowledge of Root Cause Analysis- Drive for process improvement and developmentOther Competencies- Keenness to learn- Team Player- Exhibits integrity in all given circumstances- Shows high level of commitment,

Keyskills :
isoqualityquality controlinspectiondocumentationstrong analytical skillsroot causeback officeproblem solvinganalytical skillsprocess improvementcontinuous improvement

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