7 Call Listening Jobs

Role Overview: As a Patient Access & Reimbursement Manager in the Hub Learning & Development team at Amgen, you will play a crucial role in supporting the Quality operations of the Learning and Development team. This position offers a unique opportunity to be part of Amgen's internally managed hubs with a global footprint, contributing to shaping a best-in-class Hub Learning and Development program. You will be working towards driving excellence and innovation across patient support services, ultimately impacting the lives of millions of patients worldwide. Key Responsibilities: - Oversee and lead the Quality Analysts team responsible for the quality check processes for Amgen SupportPlus and...

Role Overview: You will be part of the Central Control Capabilities function, responsible for driving Monitoring & Testing (M&T) of key controls across the business. The Central Testing function is primarily based out of Citi Service Centers in India and is structured along three verticals: M&T Execution, M&T Automation, and Strategy & Governance. Key Responsibilities: - Manage governance structures for the Central Testing function, including developing management reports for various stakeholders. - Support in collating relevant updates for Monthly Business Reviews, Risk & Control governance committees, and other forums. - Track relevant KPIs/KRIs for teams within the Central Testing functio...

As a Service Recovery SPOC, your main responsibility is to reduce customer pain by analyzing and implementing processes, as well as suggesting system corrections. You will play a crucial role in fault reduction through call listening, conducting end-to-end RCA for journeys, and resolving problems raised by the call center, FGD, and other internal groups. Your focus will be on eliminating the need for calls by making process and journey corrections, reducing repeat SRs, driving app adoption by implementing changes in DT scenarios, and educating frequent callers about self-help features on the app and USSD. Additionally, you will be responsible for handling VIP customers and managing escalatio...

As a Training Specialist, your primary responsibility will be to develop product/process training materials, including digital presentations, training manuals, and instructional videos. You will be required to schedule and conduct training sessions on various sales/call center topics/pitches for new employees, as well as provide training on new or updated procedures to enhance their performance. In this role, you will be tasked with observing the daily operations of sales associates to identify areas for improvement and conducting refresher trainings as needed. Collaborating with team leaders and managers, you will facilitate on-the-job training and ensure that employees maintain high levels...

As a Training Specialist, you will be responsible for developing product/process training materials, which include digital presentations, training manuals, and instructional videos. You will schedule and conduct training sessions on various sales/call center topics/pitches for new employees, as well as train existing employees on new or updated procedures to enhance their performance. Your role will involve observing the daily operations of sales associates to identify areas for improvement and conducting refresher training sessions when necessary. You will collaborate with team leaders and managers to facilitate on-the-job training and measure the effectiveness of training sessions by prepa...

The Central Control Capabilities function is responsible for driving Monitoring & Testing (M&T) of key controls across the business. It comprises of four groups: Control Assessment, Call Listening, Central Testing, and Strategy, Governance & Automation (SG&A). Control Assessment and Central Testing functions partner with Control Owners and Inbusiness Control Teams to conduct M&T activities for key controls in scope of the CTU. This includes control design assessment, development of tools for operational effectiveness monitoring and testing, assessment of the design of tools, execution of activities, and disposition of exceptions identified through M&T activities. Central Testing function in ...

Key Responsibilities Communicate comfortably in both English and Hindi Conduct daily pre-shift meetings and align team on expectations Maintain shrinkage and attrition control within acceptable limits Share daily APR with team and set clear expectations Track agent performance in real-time and provide effective feedback Escalate non-improvement cases by following HR policies Assist advisors with process-related issues as needed Share timely reports with relevant stakeholders Address groups effectively and confidently Identify agents areas of improvement, create action plans, and ensure follow-up Work in a 24x7 process with rotational week-offs and no fixed public holidays Take KRA calls or l...