PR Freelancing & Consulting (PRFC)

1 - 2 Years


Job Description

Salary: 20,000/- 30,000 pm

Business Requirement:

Open t- work in night shifts
Willing t- work in any/rotational shift in accordance t- business requirement
Ready t- work in the process operational window AM and PM

Skills & Experience:

Candidates with customer service/ client relation/client servicing preferred
1 year + experience in voice transaction quality monitoring / analysis.
Proficiency in English Language with strong focus on active listening/service orientation/critical thinking.

Additional abilities of persuasion/social perceptiveness & time management

Duties & Responsibilities:

Handling a team of 15-20 agents
Listening t- Voice calls of agents and rate them on soft skills and customer experience
Provide trends and data on various problems found in the audit process
Audit calls and the responses provided by the agents and t- evaluate the customer experience
Take a lead in understanding the technical aspects of the projects and try t- d- Technical audit part of the call and call types.
- Provide grammatically correct, specific and actionable feedback t- ensure effective coaching with minimal impact on recipient efficiency
- Ensure optimal accuracy (scoring & knowledge) on all evaluations performed
- Active participation in all meetings (team huddles, calibrations etc) and trainings as scheduled
- Committed t- meet or exceed set volume and productivity targets
- Sensitive t- customer / business needs and solution driven
- Ability t- identify and capture VOC (understands difference between good and bad customer feedback)
- Any Fatal errors is escalated t- Management
- Customer D- Sats are notified t- Management
- Help for Data analysis , Trending
- Work for the improvement of quality of service delivery
- Participates & contributes t- the Quality calibration process
- Acts as team member by providing information, analysis and recommendations in support of team efforts

Salary 2 Lac 50 Thousand To 3 Lac 50 Thousand P.A.
Industry Manufacturing / Production / Quality
Work Experience 1 - 2 Years
Qualification Professional Degree, Other Bachelor Degree, Other Master Degree

Key Skills

quality analyst

Company Profile

Company Name

Pr Freelancing & Consulting (prfc)

About Company Pr Freelancing & Consulting (prfc)
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