Customer Focus, Customer Service, Verbal Communication, Problem Solving, Teamwork, People Management, Managing Processes
- QA to audit defined number of audits as per the process guidelines and ensure 100% coverage to the aligned team. This needs to be updated the same in Quality Auditing Tool. � Feedback sharing with all the aligned team members and ensure closure of the feedback documented in assigned auditing tool. � Determining and mentioning the RCA of any low quality score during the audit and getting the same acknowledged by the concerned team member. � Monitoring each employee's weekly scores and ensuring appropriate timely action. � Experience in call monitoring for voice process as the candidate will have to clear quality certification conducted by the clients � Analyze data and identify TNI requirements. � Prepare and download feedback to enable process improvement. � Liaison with production teams to understand business and process requirements. � Monitoring calls and providing detailed feedback for continuous enhancement to match with the service delivery standards. � Meet and improve process SLA's through Quality control. � Timely escalation of Quality issues to team supervisors and ensure timely resolution. � Reporting out process trends through weekly/monthly dashboards. � Conduct calls calibration. � Identifying areas to improve the overall process. � Sharing appropriate coaching / counselling plans with all team members with low scores and ensuring closure of the same as per Approach Note / Floor Policy. � Experience in Telecom as the candidate will have to clear client process certfication and voice certification � Publishing the quality audit report to the supervisor and process head with quality improvement plans.
Roles & Responsibilities:
"Ability to Mentor agents Act as a Subject Matter Specialist on Quality improvements for Telecom processes Quality monitoriing of transactions Abilitly to give feedback and identify training needs of agents Good analytical skills for MIS, number crunching & reporting to internal & external customers."
Wipro LTD - 30+ days ago
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