Performs call monitoring and provides trend data to management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Monitors inbound and outbound calls taken by customer care executive.
Participates in call listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call centre staff.
Provides feedback to call centre executives & team leaders.
Prepares and analyzes internal quality reports for management staff review.
Relevant Experience: 2 Years & Above in Call Centre.
Salary: Negotiable based on last CTC
Languages: Kannada or Malyalam
Graduation is Mandate.
Preferably from Sales background handling financial products (Insurance, PL, other loans etc)
Salary:INR Best in Industry+incentive+bonus
Industry:BPO / Call Centre / ITES
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role:Quality Assurance/Quality Control Executive
Call Monitoring Quality Monitoring Quality Analysis quality analyst quality executive
Desired Candidate Profile:
UG: Any Graduate
PG:Any Postgraduate, Post Graduation Not Required
Doctorate:Any Doctorate – Any Specialization, Any Specialization, Doctorate Not Required
Please refer to the Job description above
Shriram Value Services Private Limited
Shriram Value is a leading IT and BPO services company, with strong technology and domain expertise in Insurance , Financial Services , HR services and Business Process Management with a proven track record of delivering high quality solutions.