Job Location: Gurgaon/Gurugram
Roles and Responsibilities
- High-performance delivery on all quality parameters
- Audit chats/email interactions on Product/process, Communication, and soft skills parameters
- Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion
- Data analysis and making designated reports/decks
- Participate in calibrations to ensure consistent scoring & feedback delivery approach
- Communicate to heighten awareness and focus on the importance of positive customer experience
- Make recommendations and drive process improvement
- Reduce learning curve and help enhance product/process knowledge of new joinees
- Ensure that internal policies, procedures, and compliance regulations are being followed
- Customer/Client Interactions by using process knowledge and highlighting key areas to work on
- Prepare TNA, publish and execute for 100% closure
- Real-Time Support (Production/Live Support) on the floor as per the business requirement
Desired Candidate Profile
- Prior exp in handling Quality for Outbound Sales account
- Must understand Audit & Coaching process
- Excellent writing and comprehension skills
- Extremely good verbal & written communications skills
- Technical knowledge of English communication – sentence construction, grammar, punctuation etc.
- Effective Presentation, Feedback & Coaching skills
- Hands on experience on MS-Office; preferably on MS-Excel and Power Point
- Customer orientation and Customer Service Attitude
- Effective problem-solving skills and Highly energetic & enthusiastic
- Interpersonal skills and Team work
- Ability to handle/analyse data to generate Quantitative and Qualitative analysis
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