Education: Bachelor’s degree in Business, Communications, or a related field preferred.
Call Monitoring and Evaluation:
Job Title: Quality Assurance Executive
Job Summary: The Quality Assurance Officer is responsible for assessing the performance of call center agents, and ensuring adherence to company policies, procedures, and quality standards. This role involves monitoring calls, providing feedback to agents, and working collaboratively with management to implement improvements that enhance customer satisfaction and operational efficiency.
Key Responsibilities:

• Monitor and review a sample of calls and Social Media interactions between agents and customers.
• Assess calls for adherence to company protocols, accuracy, tone, and professionalism.
• Identify areas for improvement and document performance metrics.

Feedback and Coaching:

• Provide constructive feedback to agents based on call evaluations.
• Conduct one-on-one coaching sessions with agents to address performance issues and enhance skills.
• Develop and deliver training materials and workshops to improve agent performance.

Reporting and Analysis:

• Prepare and present reports on quality metrics, performance trends, and areas for improvement.
• Analyze data to identify common issues and recommend solutions.
• Track and report on the progress of quality improvement initiatives.

Process Improvement:

• Identify opportunities for process improvements and suggest enhancements to procedures.
• Collaborate with other departments to implement changes that enhance the overall customer experience.

Qualifications:
Experience: Previous experience in a call center environment- minimum Two Year, with a background in quality assurance, customer service, or a similar role.
Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in using call monitoring software and CRM systems.
• Ability to work independently and as part of a team.
• Attention to detail and a commitment to high-quality standards.

Additional Requirements:

• Familiarity with call center metrics and performance indicators.
• Ability to handle sensitive information with confidentiality.
• Flexibility to adapt to changing processes and priorities.

Work Environment:

• Office-based
• Shift Timings: 10 am to 6 pm, Monday to Saturday.

Salary:
Gross Salary Range is Rs 30,000 to Rs 40,000 per month, inclusive of all allowances.
Job Type: Full-time
Pay: Rs30,000.00 - Rs40,000.00 per month
Application Deadline: 30/08/2024