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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Rs 4.0 - 6 Lakh/Yr |
| Industry | BPO / Call Center |
| Functional Area | Customer Service (International) |
| EmploymentType | Full-time |
Minimum 3-5 years experience required.IMMEDIATE JOINERS ONLY (JUNE 28)Job Description-- Conducts quality review of telephonic/email conversations to ensure quality service goals andstandards are met and/or identify areas where improvements can be achieved- Audits sales outbound calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures as listed out in the framework- Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively with merchants- Ensure that the stipulated compliance guidelines are met and corrective measures are taken whenthere is a miss- Summarizes findings and recommendations and forwards it to team supervisor to use inperformance discussion/assessments and/or promotional decisions- Provide coaching and guidance based on audit findings, and delivers weekly/ongoingperformance feedback to associates as outlined by the business- Mentor/Transition newly hired representatives to ensure a smooth transition from the learningenvironment to the daily production environment- Provide formal product/process refresher training to facilitate ongoing learning- In cases of escalations by a merchant, the QA assists the representatives in preparing an RCA ofthe call, provides data points, or may even take the call on behalf of the representative- Maintains comprehensive working knowledge of policies, procedures, and benefitsMandatory SkillsExcellent communication skills (Written and Verbal) | Ability to draft RCAs & work on quality improvement plans | Ability to train and coach | Strong logical reasoning and problem solving skills | Exceptional rapport building, active listening skills | Thorough understanding of the sales function | Hands on experience with SFDCcontact;;9121106460preethi.raising@gmail.com
Keyskills :
supervisionoutbounddaily productionforwardsquality improvementperformancercacoachingsalesteam supervisionpromotionalcommunicationproblem solvingsfdccompliancetrainingcommunication skillsbenefits