Quality Analyst role: Must have 2 years experience into Call quality and accuracy Job Description: · Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies. · Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback. · Analyze quality reports to identify performance trends and recurring issues or areas to improve or value-add. · Ensure standardizing of the internal quality monitoring system, scoring metrics/rubrics and, proactively identifies new ways to improve overall QA work. · Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance. · Assist in developing and revamping of SOP and frameworks, including conducting regular calibration to ensure consistency and accuracy. Requirements: · Minimally 2-3 years of experience in a customer service environment, i.e., a call center or BPO. · Strong reading and writing skills in Hind and English are required. · Excellent English communication skill is required. · Experience as a Quality Analyst responsible for supporting customers on email and chat channels is highly advantageous. · Ideally but not limited to, a Bachelor’s degree in Business Administration, Finance/ Economics, Communication · Advantageous if you have working experience in the finance industries or BPO supporting financial clients. · Able to work under pressure and adapt to a fast-paced environment, show strong sense of responsibility and a passion for customer service management, work proactively with service mindset, strong problem solving and delivery skills. · No problem working on site and rotational shifts if necessary. Benefits: · performance-based incentives · Training provided · Career growth opportunities · Friendly work environment · Refer them and earn a Referral Bonus once they join! Please share resumes to immediate joiners are required. Job Type: Full-time Pay: ₹14,186.32 - ₹30,169.75 per month Benefits: Paid sick time Work Location: In person
Join Our Team as a Team Leader - Call Center Operations Are you an experienced leader looking for a new challenge? We are looking for a dedicated Team Leader to be a part of our Call Center Operations team in Madhapur, Hyderabad. Position Overview: Lead a dynamic team to deliver exceptional customer service in Hindi and English support channels. Required Qualifications :- Minimum 2 years of supervisory experience - Minimum 3 years of customer service experience - At least 2 years of team leader experience in a BPO or Call Center environment- Fluency in Hindi and English- Proficiency in call center tools and CRM system Key Responsibilities: - Supervise daily operations and conduct team meetings - Coach and develop team members for success - Ensure high customer satisfaction and handle escalations - Maintain operational excellence and compliance with policies - Drive performance metrics and continuous improvement What We Offer - Competitive salary package - Full-time employment with growth opportunities - Professional development and training programs - Collaborative work environment promoting innovation Location: Capital Park 4th Floor Code-Zens Inc, Madhapur, Hyderabad please send your resume to Prasad.V@code-zens.in Job Type: Full-time Pay: ₹15,995.65 - ₹30,339.11 per month Benefits: Paid sick time Paid time off Work Location: In person
Quality Analyst role: Must have 2 years experience into Call quality and accuracy Job Description: · Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies. · Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback. · Analyze quality reports to identify performance trends and recurring issues or areas to improve or value-add. · Ensure standardizing of the internal quality monitoring system, scoring metrics/rubrics and, proactively identifies new ways to improve overall QA work. · Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance. · Assist in developing and revamping of SOP and frameworks, including conducting regular calibration to ensure consistency and accuracy. Requirements: · Minimally 2-3 years of experience in a customer service environment, i.e., a call center or BPO. · Strong reading and writing skills in Hind and English are required. · Excellent English communication skill is required. · Experience as a Quality Analyst responsible for supporting customers on email and chat channels is highly advantageous. · Ideally but not limited to, a Bachelor’s degree in Business Administration, Finance/ Economics, Communication · Advantageous if you have working experience in the finance industries or BPO supporting financial clients. · Able to work under pressure and adapt to a fast-paced environment, show strong sense of responsibility and a passion for customer service management, work proactively with service mindset, strong problem solving and delivery skills. · No problem working on site and rotational shifts if necessary. Benefits: · performance-based incentives · Training provided · Career growth opportunities · Friendly work environment · Refer them and earn a Referral Bonus once they join! Please share resumes to immediate joiners are required. Job Type: Full-time Pay: ₹14,186.32 - ₹30,169.75 per month Benefits: Paid sick time Work Location: In person