Participates in design of call monitoring formats and quality standards.
Provide actionable data for agent improvement
Coordinates and facilitates call calibration sessions for internal as well as external
Monitoring calls of QAS & providing them feedback on timely basis
Prepares and analyzes quality reports for management staff review.
Suggests training needs and developments
Handling quality related escalations & taking action against the same on timely basis
Contribute for the initial hiring and selecting process
Coach and guide team to think proactively and encourage them to improve on process and productivity
Required Candidate profileLanguage: (Kanada,Tamil,Malayalam,Telugu)
At least 1 year on paper team handling experience as Quality team leader
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Intermediate level of knowledge / expertise with PC (Word & Excel).
Strong knowledge of Quality related to customer care processes and techniques.
Demonstrated ability to work well in a team environment.
Absorb Home loan and financial services product knowledge and keep self updated about the competition.
Desired Candidate Profile
Array Management Consultants
Array is a team of experienced recruitment professionals, who labors through the variables and mundane task associated with the hiring process, thus enabling our clients to focus on their business. Array includes consultants for a wide range of sectors ranging from Engineering, Manufacturing, Information Technology and construction to retail, telecom , finance, banking , and so on.
Contact Company:Array Management Consultants