Customer Care Lead Quality Analyst - Mumbai NA NA 2019-05-03 08:55:54 Full Time 2019-05-03 to 2019-06-02 Talent Corner Hr Services Pvt Ltd Mumbai City NA NA NA NA

1. Responsible for monitoring transactions/customer interactions by the Customer Care Team

2. Provide real time feedbacks to customer care agents on their areas of improvement.

3. Identifying the training needs through quality reports and self-assessment done by monitoring calls of customer care agents

4. Prepare Weekly/ Monthly Targets for the Customer Care Agents and ensure their productivity

5. Maintain all necessary data and reports.

6. Measure improvements and feedback effectiveness.

7. Should be open to take calls, handle emails/chat and attend to escalations calls to identify the improvement areas in the product/process.

8. Responsible for updates and process changes to the team.

9. Close coordination with the training and operations team to bring overall improvement in service delivery.

10. The person will be responsible for developing the culture for Customer centricity and maintain high Customer Experience Standards in the company

11. Lead the call centre team to accomplish Sales Target

12. Manage orders/complaints from customers

13. Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.

14. Suggesting innovative ideas to push on-call sales

s

2 -3 Years of Experience in BPO

Experience specific to Profile (in years)
Proven track record of handling teams

(Cambay tiger Call Centre is 6-member team)


Educational Qualifications
Graduate

Profile Specific Other Requirements
Fluent in English (written and verbal), Hindi

(verbal) and Marathi (Verbal)


Strong Analytical Skills

Proficient in Excel and MS Office

Posted on : 03-May-2019

Customer Care Lead Quality Analyst - Mumbai

Talent Corner Hr Services Pvt Ltd

Customer Care Executive Mumbai City NA NA NA NA 03-May-2019 to 02-Jun-2019 2-4 Yrs NA NA NA

1. Responsible for monitoring transactions/customer interactions by the Customer Care Team

2. Provide real time feedbacks to customer care agents on their areas of improvement.

3. Identifying the training needs through quality reports and self-assessment done by monitoring calls of customer care agents

4. Prepare Weekly/ Monthly Targets for the Customer Care Agents and ensure their productivity

5. Maintain all necessary data and reports.

6. Measure improvements and feedback effectiveness.

7. Should be open to take calls, handle emails/chat and attend to escalations calls to identify the improvement areas in the product/process.

8. Responsible for updates and process changes to the team.

9. Close coordination with the training and operations team to bring overall improvement in service delivery.

10. The person will be responsible for developing the culture for Customer centricity and maintain high Customer Experience Standards in the company

11. Lead the call centre team to accomplish Sales Target

12. Manage orders/complaints from customers

13. Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.

14. Suggesting innovative ideas to push on-call sales

s

2 -3 Years of Experience in BPO

Experience specific to Profile (in years)
Proven track record of handling teams

(Cambay tiger Call Centre is 6-member team)


Educational Qualifications
Graduate

Profile Specific Other Requirements
Fluent in English (written and verbal), Hindi

(verbal) and Marathi (Verbal)


Strong Analytical Skills

Proficient in Excel and MS Office

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