- Experience
- Any
- Salary
- INR 650,000 – INR 950,000 / year
- Openings
- 1
- Posted
- 2 days ago
- Work mode
- In office
- Education
- Any graduate
- Eligibility
- Applicants must hold any graduate degree and are eligible to apply regardless of relocation.
- Resume
- Required to apply
Where you'll work
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Job description
Role and Responsibilities
- Assess customer interactions across calls, emails, chats, and tickets to confirm compliance with quality benchmarks and procedures.
- Perform routine quality audits and rank customer support agents according to established evaluation standards.
- Deliver actionable feedback and coaching suggestions for enhancing agent performance.
- Detect patterns, procedural deficiencies, and recurring customer problems via quality oversight.
- Generate comprehensive quality reports, scorecards, and performance visuals for leadership evaluation.
- Work closely with Team Leaders, Trainers, and Operations personnel to foster ongoing improvement efforts.
- Ensure adherence to corporate policies, customer service protocols, and regulatory requirements.
- Investigate customer grievances and escalation issues to determine root causes and propose remedial measures.
- Engage in calibration exercises to guarantee consistent scoring and uphold quality norms.
- Contribute to training and development programs by pinpointing knowledge and skill shortcomings.
Additional Information
Candidates willing to relocate are encouraged to apply.
Level
Entry
Minimum education
Bachelor's Degree
Skills
How they work
Communication
Leadership