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AVE-Promagne Business Solutions
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Call Center Quality Manager

Call Center Quality Manager

AVE-Promagne Business Solutions

6 - 11 years

8 - 14 Lacs

Meerut

Posted:2 months ago| Platform:

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Skills Required

Call Center Quality quality management team leading BPO Quality back office Process Excellence process improvement call center root cause analysis

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Work from Office

Job Type

Full Time

Job Description

- Audits transactions, Surveys customers to get feedback on the experience upon contacting contact centers - Capture all information ascertained accurately and elaborately - Call dissatisfied customers and establish the reasons for dissatisfaction, identify areas of improvement and report this to the Team Leader - Identify ACPT by regular RCA and with a solution. - Should work on DSAT/CSAT analysis - Should be able to provide recommendations for process improvements - Understand and implement process updates shared by TL - Handle escalations: create and maintain complaints/red alert tracker - Conduct calibration sessions with Team Leader to ensure consistency in process adherence - Drive and support Continuous Improvement projects Required Skills: - Exposure to Business Processes either call center or back office processes - Strong listening and feedback skills - Strong analytical skills with problem-solving ability from a customer perspective: should be able to place customer and customer needs as the goal and offer an appropriate resolution - Knowledge of Root Cause Analysis - Drive for process improvement and development Other Competencies - Keenness to learn - Team Player - Exhibits integrity in all given circumstances - Shows high level of commitment

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AVE-Promagne Business Solutions

ave-promagne.com/

Business Consulting and Services

CHENNAI Tamil Nadu

2-10 Employees

1340 Jobs

Key People

John Doe

CEO
Jane Smith

CTO

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