Posted 2 days ago
To participate in designing the call monitoring formats and suitable quality standards.
To perform call monitoring and provide trend data to the management team.
To use quality monitoring data management system for compiling and tracking performances at team and individual levels.
To monitor calls of customer contacts.
To participate in customer and client listening programs and identifies customer expectations and needs.
To provide actionable data to the various internal support groups as and when needed.
To coordinate and facilitate call calibration sessions for the organization staffs.
To provide feedback to the team leaders and managers.
To prepare and analyze internal and external quality reports and managing the staff reviews.
Skills and Specifications
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Intermediate knowledge / expertise with PC hardware and software (Word and Excel).
Well versed in intermediate to advanced knowledge levels with Internet technology and should be familiar with cable modem technology.
Strong knowledge of customer care processes and techniques.
Should have demonstrated ability to work well in a team environment.
Should be dedicated to provide exceptional service to the company.
Education and Qualifications
Hold a degree in IT or a related field.
2 year minimum experience in a similar role
To apply for this job please visit bit.do.