Urgently Required Quality Leader - NHSC
- Alankit
- 3 to 7 Yrs
- Guwahati
- 4 years ago
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Job Description
Working Experience:-
- Experience in working as a Quality Analyst in any call centre operations not less than 3 years.
Educational Qualifications:-
- Masters or Graduation in any field.
Roles & Responsibilities:-
- QA(F&CC) is responsible for call quality monitoring, identifying the areas where agents require strengthening & designing a continuous training plan to ensure an officer delivers 100% call quality.
- Organizing team sessions or individual sessions to addressing & improving the quality & performance.
- QA(F&CC) is responsible to improve quality of services with 100% accuracy & 100% caller satisfaction by proving to the team.
- The person will be required to check the quality of the calls (inbound and outbound) managed by the team members and guide the team accordingly.
- The person will be required to monitor the performance parameters and work towards the improvement of the same.
- Responsible for service request evaluation, the scoring process for each attribute, training need identification and learning initiative to ensure officer deliver 100% quality.
- Any other jobs assigned by the higher management as per exigencies of work.
Skills Required:-
- Fluency in English, Hindi and local language with excellent verbal and writing skills.
- Proficient in MS Office and efficient in preparing quality PPTs, Reports & Documentation.
- Strong coaching and leadership, ability to motivate employees
- Proficient with necessary technology, computing and software application skill and phone systems etc
- Strong communications, telephonic etiquette and presentation skills.
- Experience with training highly desirable.
- Listening skills
- Patience and politeness with elderly persons.
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Note:- Interested candidates can share their resume on ra****s@al****t.com
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Employement Category:
Employement Type: Full timeIndustry: Banking / Financial ServicesRole Category: Sales / BDFunctional Area: Not ApplicableRole/Responsibilies: Urgently Required Quality Leader - NHSCContact Details:
Company: Alankit AssignmentsLocation(s): Guwahati+ View Contact
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₹ 2.5 - 4.5 Lakh/Yr
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