693 Csat Jobs - Page 28

Key responsibilities: Implement and ensure Call Quality Audit. Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards. Provide detailed feedback to agents and team leaders regarding performance and service quality. Conduct regular calibration sessions with the agents. Collaborate with team leaders to improve overall service quality and customer satisfaction. Ability to provide constructive feedback in a positive manner. Monitor Call Quality & Analyze training gaps required for Customer Satisfaction. To ensure that our employees are interacting with customers in accordance with company &set guidelines and are serving in best interest of business. Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance. Work on a continuous process of evaluating and identifying key behavior that drives sale and improve customer Experiences. Educational Qualification: Graduate and Above. Industry: BPO Previous Role: Quality Analyst Employment Type: Permanent Job, Full Time. Should have knowledge on quality tools. Should be Proficient in English & Hindi.

Must have 1-2 years of experience as a trainer Must have excellent communication skills Should have working experience in BPO/Call center in International Voice Processes Should have Knowledge about process training , TNI & TNA Contact on 7697428237

Min 5 yrs exp in international voice 2 yrs exp in team handling role Manager/SR Mgr-hyderabad/Kolkatta/Noida AM-Gurgaon/Pune/Hyderabad 5 days,Rotational shifts Virtual interview Graduate shweta-9999309521

Excellent English /Good communication Need Candidate from BPO Background. Need minimum 1 year on paper Quality analyst Need to be aware of call calibration, call monitor, Feedback & coaching, BQM, RCA (Root cause Analysis). Grad/ Undergrad Both can apply Day Shift 6 days working 1 rotational off Package up to - 4.50 Max Work location - Goregaon / Thane Contact Person - HR Priyanka.Saroj - 8879615573 Email ID - priyanka.saroj@teleperformancedibs.com

Role : Team Lead - Operations Location: Hyderabad, India Experience: 3 - 6 years Shift Timing Flexible with any shifts (Region wise alignment) Interested candidates can call and share their updated resumes On the email ( Sakshi.mahajan@marketstar.com ) Please reach out between 12 PM to 6PM HR Sakshi Contact No:- 7889964667 About MarketStar: In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support them through mentorship, leadership, and career development programs. We provide service and support to our communities through the MarketStar Foundation. Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success. We are excited to have you apply to join our MarketStar team and cant wait to discuss how we can help you find growth! What will You Do? Driving the team to achieve the set KPI Targets Performance, Productivity & Hygiene. Be the liaison between the client and the team. Own up Client. Engagement and Sales Management for the process. Provide overall leadership to the Regalix team working for the client's process. Customer Relationship Management, CSAT. Attrition and Shrinkage management Conflict Resolution and management Issue & escalation management & resolution. Cost control. New process innovations & internalization and continuous improvement. Work as a point of contact for end customers for any operational concerns and issues during the transition and steady-state of affairs to ensure efficiency is met. Talent Acquisition to ensure the staffing numbers are met for smooth functioning of the delivery. Drive governance calls with Customer and senior management to appraise the overall status of the engagements. Attributes Required Sound knowledge of the sales process and experience in a large consulting environment. Minimum 2 years of Team Lead experience on papers Experience with independent account management. Should be well versed in areas of technology especially, business process design, gap analysis, solution architecting. Good knowledge of the IT Services Sector including outsourcing and offshoring. Critical requisites desired from the Candidate. Willing to work in Night Shifts. Willing to work on Weekends. Significant experience in Solution and Services sales and client management. Proven sales skills, Excellent Communicator, with drive and ambition, result-focused approach. Experience in handling International processes for a KPO/BPO setup. Outstanding communication, presentation, and interpersonal skills are pre-requisites. Need to be creative, adaptable, enquiring and analytical, and enjoy dealing with people from a wide range of backgrounds.

Job Title: Team Lead / Team Manager Healthcare Voice Process Location: Alorica India, Bangalore Job Type: Full-time (Rotational Shifts & Rotational Week-offs) Job Summary: We are looking for an experienced Team Lead/Team Manager to oversee a Healthcare Voice Process in a BPO operations environment . The ideal candidate should have a strong background in managing customer service teams , driving operational KPIs , and ensuring an excellent customer experience . Key Responsibilities: Team Management: Supervise and mentor a team of 15 customer service agents to ensure high performance. Performance Monitoring: Track and improve key metrics like NPS (Net Promoter Score), AHT (Average Handling Time), CSAT (Customer Satisfaction), and FCR (First Call Resolution) . Quality & Compliance: Ensure adherence to healthcare industry regulations and maintain compliance with company policies. Process Improvement: Identify gaps, implement process improvements, and enhance operational efficiency. Coaching & Development: Conduct regular coaching sessions, feedback discussions, and performance evaluations. Escalation Handling: Address customer complaints effectively and support agents in resolving complex queries. Key Requirements: Experience: Minimum 1 year of experience as a Team Lead handling a Healthcare Voice Process in a BPO environment. Industry Knowledge: Strong understanding of customer service KPIs, healthcare industry regulations, and patient handling etiquette . Leadership Skills: Ability to motivate, guide, and manage a team to achieve operational goals. Communication Skills: Excellent verbal and written English communication skills. Flexibility: Willing to work in rotational shifts and rotational week-offs . Immediate Joiners Preferred Non-negotiable. Compensation & Benefits: Competitive salary package Night shift allowance (if applicable) Performance incentives based on team KPIs

Roles and Responsibilities Manage a team of agents to achieve sales targets, improve CSAT, and reduce shrinkage and attrition. Develop and implement effective strategies to increase agent productivity, retention, and customer satisfaction. Conduct regular performance reviews, provide feedback, and coach agents to improve their skills and knowledge. Analyze data to identify trends, opportunities for growth, and areas of improvement in the agency operations. Desired Candidate Profile over all 8 years of experience and 2 years domain experience in BPO industry or related field. Strong managerial skills with ability to lead teams effectively. Excellent communication skills with ability to build strong relationships with customers and colleagues alike.

Role & responsibilities IGT Solutions hiring for Head Quality (Transaction Quality) Gurgaon. Interested candidates are requested to please provide an updated resume at sameer.gandhi@igtsolutions.com Also, May please find the below Job description and specifications for your reference. Job Responsibilities: Travel Experience with GDS knowledge preferred . Team Management - Managing a Team of Quality Evaluators and Team Leaders for aligned Processes Should have time and people management skills Client/Stakeholder management to drive and influence improvement objectives Quality Activities - Documentation for Transaction Monitoring Facilitate the sharing of best practices and implement them and drive performance benchmarking -Keeping Track on Process Trends Can identify process end to end and identify improvement opportunities basis broken links -Analyze and Report Trends in Agents/Process performance -Implement corrective action plans as and when required -Participate in quality systems improvement activities using six sigma methodologies -Recommend initiatives to improve transaction Quality through new quality tools and Motivational Dip check compliance - Weekly basis Calibration compliance - Weekly basis Weekly and Monthly reports - Weekly and Monthly basis Identify bottom Quartile and steps to improve them. Analyze and Report Trends in Agents/Process performance Knowledge, Skills, Other abilities: Well versed with travel domain knowledge & MS Office (Specially Excel, Word and PPT). Strong supervisory skills with an eye for detail. Result Oriented. Excellent written and verbal communication skills in English. Organized and Methodical. Target and deadline driven. Sound knowledge of MS Office (Specially Excel, Word and PPT) Knowledge of all QC Tools like Pareto, Six Sigma. FMEA, SIPOC etc.

Role & responsibilities Responsible for creating a robust Quality structure that is aligned to the business, compliance & operational requirements, Responsible to ensure the required number of evaluations i.e., Quality, CSAT, Complaints etc. are completed as agreed with operations and Clients Administers the feedback and Coaching process is documented and in line with the compliance and operational requirements In charge of maintaining evaluations completed by the quality team in the central data base as defined by operations/clients Report performance and statistics through daily and weekly reports submitted to the Quality Team and Operations. Ensure that regular Gauge RNR & Calibrations are conducted with Internal operations team to maintain level of knowledge of the supervisory staff Ensures that all relevant staff understand the compliance expectations, Quality guidelines and Complaints management processes Gauging effectiveness of daily/weekly briefings and cascading updates to all on the operations floor by conducting dipstick checks on a regular basis. Prepare/reviews reports based on the quality scores of the advisors. Provide analysis on areas of opportunity and action plans to improve performance Ensures there is a thorough audit mechanism to gauge effectiveness of Quality monitors. Monitors completed need to be within the given level of variance set by the business/clients Aligning quality analysts to respective teams to ensure the daily / weekly / monthly quality activities are covered with all operational teams Administers shift timings & leaves for the Quality team in line with operational and client requirements Responsible to create presentations displaying metric performance/strategic initiatives/Updates as and when required Expected to attend and represent WBR/MBR with clients/operations for respective processes as and when delegated by respective managers Needs to ensure that Quality certifications / recertification is completed as agreed with operations / clients Ensures respective Quality Analysts complete their monthly activities i.e. Quality Calibration, Process Knowledge Test, Gauge RNR & any other activity required for the specific process. Participates in Process Level Con calls with Clients & Operations to understand requirements leading to actions that meet the process requirements & client expectations Ensuring that regular updates and reports are sent to the Operations Team (Operations Manager, Team managers, Team Leaders) & respective Stakeholders Preferred candidate profile Candidates interested for above mentioned locations can apply Experience into international Banking and Fintech process is preferred Comfortable to work in rotational shifts Perks and benefits As per company policy

About Us: Matrimony.com Ltd is one of Indias largest consumer internet companies and the most trusted matrimony brand in the world with strength of over 3500 associates in India and abroad. We are India's first consumer Internet Company to get listed with market capitalisation of more than Rs.1200 Crores. Matrimony.com provides both match-making and marriage related services through websites, mobile sites and mobile applications and is also complemented by 130+ company owned retail outlets. Its flagship products are Bharat Matrimony, Community Matrimony and Elite Matrimony in the match-making business, with over 5 million active members availing our services. With a strong leadership in match-making, Matrimony.com has been expanding into the highly unorganised $55 billion marriage services industry. Our goal is to build a billion dollar revenue company as a long lasting institution with a legacy for the generations to come. Our offerings in the marriage services business are matrimonybazaar.com and mandaps.com. Role Overview: The Operations Head- Customer Service, is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers. The incumbent would be responsible for identifying and developing cultural, process and performance improvements for the customer and for leading/developing a team who typically deliver customer interactions across multiple channels. Key responsibilities Strategically lead and develop an operational team to enhance performance by setting clear accountable performance measures Responsible for-Profit Centre/Cost Centre Budgets. Take keen interest to create strong and diversified culture and processes to achieve business goals and objectives with regard to customer service Improve NPS (Net Promoter Score) / CSAT (Customer Satisfaction) other Customer Metrics Responsible for reduction of the cost to serve Lead, motivate, empower and engage the Customer Service Team and ensure continuous up-skilling in customer services through evaluation, development and training of teams Enhance the First Call Resolution by prompt action where necessary Identify new strategies, tools and technologies to improve customer service experience Drive better sales through enhanced quality of service & monitor closely on a weekly basis Use Customer Insight and Root Cause Analysis to assess, execute and manage companywide improvements Act as the Voice of the Customer & Champion Customer Service across the organisation. Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of training, coaching & development opportunities. Define, negotiate and agree the effective utilisation of resources in line with service specifications. matrimony.com ltd Work effectively with all peers and stakeholders (Product, Tech, IT, Business & Support Teams) to negotiate and influence customer improvements Continually develop improvements and embed successful change projects. Drive quality and consistency Key Competencies: Strong strategic and customer focus with a clear understanding of the wider issues impacting related markets. Proven Management and/or relationship management experience in a senior/strategic level role Established track record of exceeding targets, KPIs SLAs, in a quality driven & compliant environment Strong with data management and analysis, ability to translate raw consumer support data and information into actionable solutions and strategies. Demonstrated the ability to identify and automate manual processes to bring in cost effectiveness and improve customer experience. Strong understanding of financial metrics including cost management, budget allocation, call forecasting, and revenue generation. Ability to prioritize, manage multiple projects with stringent deadlines, possess strong problem-solving and decision-making skills, work effectively under minimal supervision, and inspire the team Behavioural: Exceptional communication skills, both verbal and written. Strong presentation, negotiation & influencing skills Demonstrated ability to motivate and communicate with others at all levels and exhibit interpersonal effectiveness Stakeholder management, a team player who quickly builds trust and collaborative working relationships with teams and business leaders Demonstrated ability to proactively embrace and drive a positive and transformational change. Ability to adapt and succeed in a changing and fast paced environment Strategic agility and passion for innovation Education and Experience Graduate/Post Graduate from a renowned university. 15+ years of experience of which minimum of 10+ years should have been in handling large customer service teams Fluency in English, Tamil and Hindi (preferable) Proficiency in MS Office, especially in MS Power-point.

QUALITY ANALYST -TEAM LEADER Process-Voice Payroll-Bank/Insurance Payroll Location-Mahape Salary-8 Lakhs+Inc At least 2 years of call monitoring experience, preferably from Sales / Voice based environment Call 9137797705 Isha Required Candidate profile Participates in design of call monitoring formats and quality standards Suggests training needs and developments. Handling quality related escalations & taking action against the same on timely basis. Perks and benefits Medical Allowance + Daily Allowance

Role & responsibilities Provide customer support via VOICE for international customers. Resolve customer queries and requests. Manage customer expectations and ensure customer satisfaction. Respond to customer inquiries. Regularly review customer feedback and take measures to improve customer service. Preferred candidate profile Minimum 1 year of experience in International is mandatory. Must have extensive exposure on dual chat concurrency. Perks and benefits Both side cab Loyalty bonus Salary best in the industry 5 days working Interested candidate can share profile on - Vaishnavi.gupta2@techmahindra.com 9873794764

Act as a POC contact for the enterprise accounts. Be a trusted advisor for customers throughout the customer journey. Drive cases for closure within the TAT in collaboration with the delivery team and work on strategies to consistently deliver well before the stipulated timelines. Constantly keep a tab on the accounts to ensure there is no miss and ensure customer queries are responded to as quickly as possible. Work closely with customer SPOCs to capture key information, and requirements, and document the information in the system. Ensure accounts are onboarded, bringing a smooth and comfortable experience to customers. Drive on-time renewal by working closely with customer SPOCs. Handle escalations effectively and engage the right stakeholders at the right time to mitigate the issues. Conduct MBR / QBR / EBR with the client management and align with the internal stakeholder on the goals. Drive Account growth consistently. Adhere to the company policies, processes and culture while adapting to the tools and systems. Assist the team members whenever needed with the focus to reach organizational / functional goals goals. Drive insufficiency to closure by working closely with the insuff team and customer contact. Compensation - upto 12 Lacs Interested candidate may share their updated resume at neha.j@factsuite.com

Team Leader II Noida upto 6 LPA Work From Office International Airlines Experience Mandatory Having at least 1 year on paper experience as TL Designation of TL should be on paper. Graduation Interested candidates contact on 6280939007 (HR Khushi) Required Candidate profile Aware about Attrition, Shrinkage, SLA, CSAT,AHT & Team Handling (TL) Flexible for 24X7 Shifts Min total 3 years of exp in BPO Rotational shifts and rotational week-offs Excellent Communication Skills

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Inviting applications for the role of Assistant Manager - Customer Care Position Overview: oversee and manage voice operations in a fast-paced BPO environment. This role demands a dynamic leader who is street-smart, results-driven, and capable of balancing multiple priorities while ensuring exceptional service delivery and operational excellence. The ideal candidate will leverage their expertise in managing high-performing teams, driving customer satisfaction, and meeting business objectives. Key Responsibilities: Team & Operations Management: Lead and supervise voice and chat operations to ensure efficiency, quality, and adherence to client SLA (Service Level Agreements). Train, mentor, and develop teams to enhance productivity and performance. Drive operational best practices, ensuring processes are streamlined and optimized. Strategic Planning & Execution: Develop and execute strategies for continuous improvement and cost-effectiveness in operations. Collaborate with stakeholders to align operations with business objectives and client needs. Client & Stakeholder Management: Build strong client relationships to ensure satisfaction and long-term business partnerships. Manage escalations effectively, demonstrating sound judgment and problem-solving skills. Metrics, Reporting, and Analysis: Monitor key performance metrics (KPIs) like average handling time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT). Analyse trends, identify challenges, and implement data-driven strategies to improve results. Resource Allocation & Process Optimization: Manage workforce planning, ensuring adequate staffing levels for peak periods. Drive innovations to improve service delivery and enhance the customer experience. Key Qualifications/Skills: Street-Smart Leadership: Ability to think on your feet, solve real-world problems quickly, and adapt to dynamic challenges. BPO Expertise: Proven experience in leading voice and chat operations in a BPO setup. Results-Oriented: Demonstrated ability to meet or exceed operational KPIs and improve efficiency. Client Relationship Management: Strong communication and interpersonal skills to build trust and rapport with clients. Process Improvement: Experience in identifying inefficiencies and implementing creative, scalable solutions. Team Management: Skilled in motivating, mentoring, and leading diverse teams to achieve high levels of performance. Technical Acumen: Familiarity with BPO tools like CRM platforms, workforce management software, and analytics tools. Lean Six Sigma trained and tested Qualification Minimum Qualifications Any graduate Relevant experience in managing teams in a contact centre, BPO, or vendor management environment. Fluency in English (verbal and written). Strong knowledge of solution design processes, operating models, and contact centre technology . Must have worked & should be comfortable with 24*7 work environment 100% work from office Interested candidates can share resume at Manvika.Singhal@genpact.com Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training

QUALITY ANALYST -TEAM LEADER Process-Voice Payroll-Mutual Fund Co Payroll Location-Belapur Salary-3.7 Lakhs+Inc At least 2 years of call monitoring experience, preferably from Sales / Voice based environment Call 8080126356 www.hyfly.in Required Candidate profile Participates in design of call monitoring formats and quality standards Suggests training needs and developments. Handling quality related escalations & taking action against the same on timely basis. Perks and benefits Medical Allowance + Daily Allowance

* Min 6 months experience in any Banking / Financial, E-commerce Services is a mandate * Manage Risk-based audits, QC Tool * Call Monitoring, Calibration, Feedback session

Skill required: Procure to Pay - Invoice Processing Designation: Service Delivery Ops Specialist Qualifications: BCom/MCom/CA Inter Years of Experience: 7 to 11 years What would you do? You will be aligned with our Finance Operations vertical and will be helping us in determining financial outcomes by collecting operational data/reports, whilst conducting analysis and reconciling transactions.boosting vendor compliance, cutting savings erosion, improving discount capture using preferred suppliers, and in confirming pricing and terms prior to payment. Responsible for accounting of goods and services, through requisitioning, purchasing and receiving. Also look after order sequence of procurement and financial process end to end. The Accounts Payable Processing team focuses on designing, implementing, managing and supporting accounts payable activities by applying the relevant processes, policies and applications. The team is responsible for timely and accurate billing and processing of invoices, managing purchase and non-purchase orders and two-way and three-way matching of invoices.Refers to the systematic handling and management of incoming invoices within a business or organization. It involves tasks such as verifying the accuracy of the invoice, matching it with purchase orders and delivery receipts, and initiating the payment process. Automated systems and software are often employed to streamline and expedite the invoice processing workflow, improving efficiency and reducing the likelihood of errors. What are we looking for? Bachelors DegreeOperation excellenceAccounting ExperienceTalent AcquisitionTraining Facilitation SkillsQuality Assurance Customer relationship Management (Basic)People Management Driving ResultsAnalytical & Conceptual skillsCollaborating & Influencing Skills (Basic)Project Management (Basic)Transition ExperienceChange Management (Basic) Roles and Responsibilities: Country Cluster LeadTeam Management Identify & Drive improvement Projects Customer management (Daily / Weekly calls)Escalation Management Audit & ComplianceTransition ManagementSolution SupportTools & Technology rollout supportMonitor/Review Invoice processing as per the standard work instructions on time and accurately Managing/Monitoring Mailbox and posting invoices in ERPReview reports and control checks to ensure no issues from client / Business Review T&E claimsPerform reporting during month end. Review payment run for approved invoicesVerify the executed payments against the approved payments (Recon) Handel Vendor and Client EscalationsPerform Reconciliation on Daily/weekly/Monthly basisDeliver on Client TargetEnsure ideation pipeline is growingDrive & deliver assigned projects (Includes Transition, Continuous improvement, Transformation, RFP support etc)Interacts with stakeholders for delivery & transformation Ensure Quality Assurance Ensure compliance to knowledge management procedures of Accenture & ClientEnsure compliance of all process requirements including M/End, Accruals, Ageing reduction, etc Support & Drive various governance processes (MBR, QBR Etc) Deliver on Productivity commitments, Process Health, CSAT, Utilization, Buffer reduction, financial/commercial optimizationIdentify development needs and ensure training fulfillment for the teamManage employee hiring, retention and engagement Complete all mandatory training and certifications for self and teamFlexible to work in any shift Qualifications BCom,MCom,CA Inter