919 Csat Jobs - Page 35

Title: Manager Ops - International Process (Content Moderations) Role Summary: We are seeking a Manager to manage a dynamic team of 50-100 members in an International Process. The ideal candidate will have experience handling BPO operations, including performance management, coaching, and improving overall team productivity and quality. This role requires excellent leadership skills to guide team members, manage performance, and ensure alignment with business goals. What You Would Be Doing: Team Management & Performance : Oversee and manage the teams productivity, quality, shrinkage, and attrition to ensure all targets are met. Coaching & Development : Provide coaching and mentorship to new team members to improve performance, skills, and customer satisfaction (CSAT). Process Review & Improvement : Analyze existing processes, make recommendations for improvements, and implement strategies to enhance overall team performance and CSAT. Training Needs Identification (TNI) : Identify gaps in knowledge or processes and address them through targeted training and development. Monitoring & Coaching : Conduct weekly performance reviews and one-on-one coaching to support team members in meeting their goals. Floor Support & Escalation Management : Offer floor support and address escalations in real-time to ensure smooth operations. Target Achievement : Manage and drive the team towards achieving individual and team performance targets (IC targets). AHT Management : Ensure that Average Handle Time (AHT) is maintained within the specified target levels across different tenure buckets. Process Adherence & Compliance : Ensure that all processes are followed, and performance metrics are adhered to consistently. Skills & Experience: Experience : Previous experience in handling an international process is a must. Team Management : Proven experience in managing a team of 50-100 members, with the ability to guide, motivate, and manage team performance. Supervisory Skills : Strong supervisory and leadership skills to effectively manage subordinates and drive results. Communication Skills : Excellent written and verbal communication skills in English, with the ability to present and report effectively. Technical Skills : Basic knowledge of computers and proficiency in MS Excel. Methodical & Organized : Ability to stay organized, methodical, and manage multiple tasks and priorities effectively. Flexible : Ability to work in a 24/7 environment, including flexibility for shifts. Work Environment : 5 days working, Work From Office (WFO). What's Expected: Strong leadership and ability to drive team performance in a fast-paced environment. Excellent coaching and mentorship abilities to improve team skills and performance. Effective in handling escalations and providing floor support. Ability to analyze and optimize processes to achieve higher CSAT and performance outcomes. Interested candidates can share their cv at 7042379178

As an Associate General Manager - Design, you will own the revenue of a region and manage the critical growth and performance metrics of both the business and people. You will take complete ownership of business critical initiatives - product launches, internal process improvements, category expansion, vendor base etc. Contribute actively to business decisions through both qualitative inputs and in-depth quantitative analysis. Have a strong understanding of both the design requisites and customer experience required to maximize business results. Developing, leading, motivating and managing a young and ambitious city team (cohort of Business / Design Managers, Territory Area Managers, Designers, DPs, LPs etc on a day to day basis). Developing the ecosystem for successful Design experience both for the internal teams and the customers. Own the quality of Design Closure of Livspace catalogue products (Kitchen, Wardrobe, Storages, Furniture & Decor) and essential home improvement services for the region. Ability to drive and meet KPIs such as - successful and timely design sign-offs, snag-free / error free designs, sales / category penetration, C-sat - happy customer experience, E-sat - happy team members. Be the voice of the city and customer inside Livspace, so that constant feedback comes in and helps Livspace improve continuously. Job Requirement B.Arch or equivalent degree Or comparable degree in Arch/Design. MBA would be an added advantage. Typically spent at least 6 to 7 years in an interior fit-out business, operating role managing a revenue generating team(s) or selling design products/services through a bunch of designers. Strong attention to detail and excellent written and oral communication skills and ability to convey business requirements and needs in a clear, concise, and effective manner. Structured thought process and strong analytical ability, determined to thrive in a fast-paced startup environment. Strong leadership and people management skills (direct team reporting in past roles a must) Possesses significant personal and professional drive to continuously improve the standing of Design and Design experience. Deep understanding of interior fit-out industry, processes, market trends etc. Strong leadership: Hire, retain, motivate, and look after a diverse team of BMs, TAMs, IDs, LPs etc. Tracking and training: Training and actively coaching the team on the job. Track strong and weak performance and course correct. Reward appropriately. Customer empathy: appreciate the nature of the customer problem and be a trustworthy, knowledgeable partner. Be the Livspace leader in the representative region. Be hungry, humble and lean.

As an Associate General Manager - Design, you will own the revenue of a region and manage the critical growth and performance metrics of both the business and people. You will take complete ownership of business critical initiatives - product launches, internal process improvements, category expansion, vendor base etc. Contribute actively to business decisions through both qualitative inputs and in-depth quantitative analysis. Have a strong understanding of both the design requisites and customer experience required to maximize business results. Developing, leading, motivating and managing a young and ambitious city team (cohort of Business / Design Managers, Territory Area Managers, Designers, DPs, LPs etc on a day to day basis). Developing the ecosystem for successful Design experience both for the internal teams and the customers. Own the quality of Design Closure of Livspace catalogue products (Kitchen, Wardrobe, Storages, Furniture & Decor) and essential home improvement services for the region. Ability to drive and meet KPIs such as - successful and timely design sign-offs, snag-free / error free designs, sales / category penetration, C-sat - happy customer experience, E-sat - happy team members. Be the voice of the city and customer inside Livspace, so that constant feedback comes in and helps Livspace improve continuously. Job Requirement B.Arch or equivalent degree Or comparable degree in Arch/Design. MBA would be an added advantage. Typically spent at least 6 to 7 years in an interior fit-out business, operating role managing a revenue generating team(s) or selling design products/services through a bunch of designers. Strong attention to detail and excellent written and oral communication skills and ability to convey business requirements and needs in a clear, concise, and effective manner. Structured thought process and strong analytical ability, determined to thrive in a fast-paced startup environment. Strong leadership and people management skills (direct team reporting in past roles a must) Possesses significant personal and professional drive to continuously improve the standing of Design and Design experience. Deep understanding of interior fit-out industry, processes, market trends etc. Strong leadership: Hire, retain, motivate, and look after a diverse team of BMs, TAMs, IDs, LPs etc. Tracking and training: Training and actively coaching the team on the job. Track strong and weak performance and course correct. Reward appropriately. Customer empathy: appreciate the nature of the customer problem and be a trustworthy, knowledgeable partner. Be the Livspace leader in the representative region. Be hungry, humble and lean.

Job Opportunity: Senior Manager - Operations at IGT Solutions Location: Gurgaon IGT Solutions is seeking a highly skilled and experienced Senior Manager of Operations to oversee and lead multiple client business operations in our Global Digital BPM Contact Center Services environment. As a key member of our leadership team, you will report directly to the GM/VP Global Operations and manage a large team of 500-1000 FTEs across multiple business accounts. Key Responsibilities: Take ownership and responsibility for the P&L and overall Operations Management of 500+ FTE International Voice Customer Service Operations. Lead and drive both strategic and tactical operational direction for the operations team to achieve business goals. Interact closely with client stakeholders and internal leadership to ensure customer satisfaction and business success. Ensure all key performance metrics are met, including Staffing Adherence , Schedule Adherence , Customer Experience scores, and more. Lead cross-functional teams , including Voice , Back Office , WFM , Training , Quality , and more. Conduct weekly, monthly, and quarterly business reviews to monitor performance and implement changes as needed. Collaborate with teams such as Sales , Account Management , and Presales to expand business opportunities. Drive continuous improvements to enhance quality, CSAT , and business operations. Required Qualifications & Skills: 12-15 years of experience in BPO Operations at a leadership level, with a preference for Travel Operations experience. Deep knowledge of the Travel market , BPO competition, and industry trends. Graduation in any discipline. Lean or Six Sigma Green Belt/Black Belt certification (preferred). Proven ability to manage large teams, foster a team-oriented environment, and inspire leadership. Strong experience in data analysis , statistical process control , and problem-solving . Minimum 2 years of experience in a Senior Manager Operations role, managing International Travel accounts in Voice/Back Office Operations . Excellent communication (written and verbal) and interpersonal skills. Ability to collaborate with internal stakeholders and manage client relationships effectively. Personal Qualities: Motivated, innovative, and able to foresee market conditions. Strong people management and leadership skills with a collaborative approach. Confidence, flexibility, and resilience in a fast-paced, ever-changing environment. Integrity, commitment to delivering results, and a blend of a sales mindset In case interested, please share your resume on - 7042379178 At IGT Solutions, we are committed to equal employment opportunities for all individuals, regardless of age, gender, race, religion, or any other factor. We promote an environment free from discrimination and harassment.

Candidate should have minimum 4years of experience working as a Business Analyst.

Hiring for International Voice Process (Customer Support) Require Exp: Min. 6 months into International Voice Process Skills: Customer Service, CSAT, AHT, Customer retention, Handling Escalations Must have excellent communication skills CTC: Up to 4.2 LPA Location: Pune Qualification: Undergraduate or Any Graduate Work from office Shifts: Night (Rotational) 5 Days Working; 2 days rotational off Notice: Only Immediate Joiners

Support Manager - AI Platform Exp: 6-10 Years Location: Chennai Organization: Intellect Design Arena - Product Company ------------------------------------------------------------------------------------------------------------------------------------------------------------ About Intellect Design Arena Limited Intellect Design Arena Ltd is an enterprise-grade financial technology leader, providing composable and intelligent solutions for futuristic global financial institutions across 57 countries. Intellects revolutionary First Principles Thinking-based Enterprise Connected Intelligence Platform, eMACH.ai, is the most comprehensive, composable, and intelligent open finance platform in the world. With an impressive array of 329 microservices, 535 events, and over 1757 APIs, eMACH.ai enables financial institutions to design and deploy future-ready technology solutions that provide a significant global competitive edge. With three decades of domain expertise, Intellect offers a full spectrum of banking and insurance technology products through four lines of business: Global Consumer Banking (iGCB), Global Transaction Banking (iGTB), IntellectAI and Digital Technology for Commerce (iDTC). Intellect is a pioneer in applying Design Thinking and our 8012 FinTech Design Center, the world's first Design Center dedicated to Design Thinking Principles, underscores our commitment to continuous and impactful innovation, addressing the ever-growing need for digital transformation. We proudly serve over 325+ customers worldwide, supported by a diverse workforce of solution architects and domain and technology experts in major global financial hubs. Summary: Were looking for a Support Manager to build and lead our global support function for our AI platform, serving enterprise customers across geographies. This is a unique opportunity to shape the customer support experience from the ground up as we scale. What youll do: Set up and manage support operations for our AI platform Define global SLAs, workflows, and escalation processes Build and lead a support team based in Chennai Implement support tools, knowledge base, and helpdesk systems Partner closely with Product & Engineering to resolve complex issues Monitor KPIs like resolution time, CSAT, and global support coverage What were looking for: 6+ years in product/technical support, including 3+ years in a leadership role Experience setting up support for SaaS/PaaS products (AI/ML platforms a plus) Strong knowledge of tools like Zendesk, Jira, Intercom Excellent communication and stakeholder management skills Ability to manage support across time zones Interested folks can reach out to bicky.nath@intellectdesign.com

Purpose of the Manager Quality & Job Role: Aakash is looking for an experienced Manager Quality (Training & Development) who shall be responsible for monitoring, evaluating, and improving the quality of customer interactions in all branches Pan India (Telephonic & F2F). Role is very dynamic in nature and shall need an experienced and self-motivated professional who shall take full responsibility of individually assigned projects as well as team handling. This role involves analyzing performance data, coaching agents, and implementing strategies to enhance the overall customer experience. The Call Quality Manager would closely work with team leaders, trainers, and other business stakeholders to ensure that quality standards are consistently met. As Quality Manager, you are expected to: 1. Work closely and communicate effectively with CXOs, Senior Business leaders, Regional Training team to identify/ assess training priorities on an ongoing basis and proactively develop solutions to drive business. 2. Ensures team monitors and evaluate inbound and outbound calls, chat, and email interactions for compliance with company standards and quality metrics followed by regular feedback emails to branch stakeholders. 3. Conduct and analyze TNA (Training Needs Analysis) for Quality Assurance team and provide quarterly/annual training plan to develop QA skills. 4. Offer feedback to branches on how to improve specific aspects of their interactions that directly impact CSAT Score of branches. 5. Study NPS (Net Promoter Score) Data and take effective measures to drive process improvements and training initiatives. 6. Prepare VMP (Voice monitoring plan) and ensure target is met followed by validation of good and fatal calls and regularly ensuring Call Calibration followed by publishing regular quality reports to senior management. 7. Analyze call quality data to identify trends, patterns, and areas for improvement. Use RAG analysis to forecast potential issues and proactively address them before they impact overall quality. 8. Work with cross-functional teams to develop and implement process improvements that enhance call quality. 9. Lead initiatives to improve customer satisfaction scores and reduce escalations. 10. Lead the team and ensure effective team management skills and team development To be successful in the Quality Manager Role you are required to have: 1. Strong communication & Excellent written and verbal communication skills. 2. Excellent organizational skills and ability to multitask with strong business acumen. 3. Excellent time and work management skills, ability to prioritize, ability to handle team dynamics, attention to detail and ability to meet established deadlines. 4. Strong project management skills. 5. Ability of stakeholder & vendor management. 6. Certification in Quality Management (e.g., Six Sigma, etc) would be an added advantage. Must to have Attitude: 1. Dynamic professional with excellent interpersonal skills and has enterprising style of work. 2. Desired Traits: Self-starter, proactive, quick & adaptive. 3. Emotional intelligence to work and lead the team. Qualification: Post-Graduate in any discipline (Preferably full time MBA) Experience: 1. 10 to 12 years of experience into Quality & Training. 2. 5+ Years of experience in team management.

MUST have 2yr Senior Manager Operationon paper from BPO Industry Call/WhatsApp cv to Neha 8287267407 Amit 8178259405 Work From Office-Hyderabad Must Know-English,Hindi and Telugu Required Candidate profile Work From Office-Hyderabad Must Know-English,Hindi and Telugu Call/WhatsApp cv to Neha 8287267407 Amit 8178259405 Perks and benefits Salary no constraint for suitable candidate

Job Summary: We are seeking a detail-oriented and analytical Quality Analyst to join our BPO operations team. The QA will be responsible for monitoring and evaluating customer interactions to ensure adherence to company standards, client expectations, and regulatory compliance. This role plays a critical part in identifying process gaps, driving continuous improvement, and enhancing the customer experience. Key Responsibilities: Monitor and evaluate voice, email, or chat interactions to ensure quality and compliance. Provide actionable feedback to agents for performance improvement. Maintain evaluation reports, dashboards, and quality scorecards. Collaborate with training and operations teams to identify coaching needs. Assist in calibrations and quality audits with clients and internal stakeholders. Participate in process improvement initiatives and recommend changes. Analyze quality trends and prepare weekly/monthly QA reports. Ensure all processes comply with data privacy and industry regulations. Key Skills & Qualifications: Bachelors degree or equivalent. 13 years of experience in a QA role in the BPO sector. Proficiency in MS Excel, QA tools, and CRM systems. Strong communication and interpersonal skills. Analytical mindset with attention to detail. Experience in creating and using QA scorecards. Familiarity with industry-specific compliance standards (e.g., HIPAA, PCI-DSS) is a plus. Ability to handle confidential information with integrity. Preferred Qualifications: Six Sigma or Lean certification (optional). Experience with tools like NICE, Verint, or similar QA platforms. Prior exposure to international clients or multi-process BPO environments.

Quality Manager - US Domain (Navi Mumbai) Total Experience - 12+ Years Relevant Experience - 1+ years as a Manager (8+ years into quality management domain) Candidates should be from BPO/BPM background only Candidates from Mumbai/Navi Mumbai location should apply Work from office opportunity 24 x 7 Shifts Job Location: Airoli, Navi Mumbai Summary of Primary Job Responsibilities : Responsible for devising and establishing Quality procedures, standards and specifications Review customer requirements and make sure they are met and Look at ways to reduce waste and increase efficiency. Set up and maintain controls and documentation procedures. Monitor performance by gathering relevant data and produce statistical reports Measure performance and identify any areas of weakness, recommending and implementing improvements Liaise with other managers and staff and provide training, tools and techniques to enable others to achieve quality standards. Assess the effectiveness of changes made. Typical Qualifications: Education: Bachelor's degree in business administration or relevant fields. Experience Target Prior experience in quality assurance as a manager or other related roles. 3 plus years experience in an operations/customer service call center environment. Skills: Strong knowledge of quality assurance standards and methodologies. Excellent managerial, leadership and communication skills. Analytical approach with good numerical skill and understanding of statistical analysis. Keen attention to detail and organizational abilities. Basic knowledge of computers and use of software like MS Office. Knowledge: Demonstrated experience in managing quality/operations teams in a service environment. Demonstrated ability managing and developing large high performance teams of analysts/managers is required. Must have handled large teams in BPO for Voice & Non Voice process Understands the value of confidentiality and sensitivity of tasks at hand Consistently exhibits honesty in giving reliable solutions/answers to clients inquiries and or issues Abilities: Ability to work under pressure in a fast-paced dynamic environment. Clear and logical thinking with an ability to deal with ambiguity. Communicates effectively in a positive manner Excellent Customer Service Skills Demonstrates an ability to be well-organized, efficient and self-disciplined Special Certifications Certification in Lean and/or Six Sigma or equivalent, would be preferred Travel Required Not required.

So, what’s the role all about? We are seeking a strategic, experienced, and customer-obsessed Director of Customer Support to lead and scale our global support operations for our Enterprise SaaS platform to the Financial Services industry. The group includes functions as Cloud Support, On Premise Support and Managed Services. This role involves managing a global support team, ensuring high-quality service delivery, and working closely with engineering, sales, and product teams to provide timely solutions to customers. The director will also drive operational improvements, set strategic goals, and ensure that the support team meets all service level agreements (SLAs) while maintaining a focus on customer satisfaction and business growth. What you will be doing? Leadership & Team Management Define and execute the global customer support strategy aligned with business goals, customer success metrics, and operational efficiency. Lead and manage the customer support team across multiple regions, ensuring alignment with company goals and customer needs Build, lead, mentor, and scale a geographically distributed support team (Tier 1–3) off over 100 staff. Establish clear goals, performance metrics, and career development plans. Promote a culture of collaboration, accountability, and continuous improvement within the team Strategic Direction & Planning Develop and implement strategic plans to improve cloud support operations, ensuring scalability and efficiency as the business grows Collaborate with senior leadership to align cloud support objectives with overall company strategy Manage the performance and effectiveness of the cloud support team, tracking KPIs and ensuring that customer expectations are met or exceeded Customer Support Excellence Act as the voice of the customer internally. Collaborate with Product, Engineering, and Customer Success to ensure issues are addressed and feedback is looped into product development. Oversee the resolution of high-priority customer support cases, ensuring timely and effective solutions Ensure the team is proactive in identifying and addressing potential issues before they impact customers Act as the escalation point for complex or critical customer issues, working with internal teams to resolve them quickly Monitor and analyze CSAT (Customer Satisfaction) and other feedback metrics to identify trends and areas for improvement Operational Efficiency Drive operational efficiency by implementing best practices, tools, automation and processes to streamline support operations Establish clear SLAs and performance metrics, ensuring that the cloud support team meets or exceeds them Implement and oversee the use of monitoring tools and reporting systems to track cloud service health and performance Ensure smooth integration and collaboration between cloud support and other departments (e.g., R&D, Sales, Customer Success) Collaboration with Cross-functional Teams Work closely with product management, engineering, and sales teams to ensure customer needs are understood and supported Provide input into the development of new cloud products and services to ensure supportability and customer satisfaction Collaborate with the product and engineering teams to improve cloud solutions based on customer feedback and support trends Cloud Infrastructure & Tools Management Oversee the tools and technologies used for cloud support, ensuring they are efficient, automated and scalable Ensure the team is fully trained and equipped with the tools necessary for effective cloud support Evaluate and recommend new cloud technologies or processes to improve support delivery Budget & Resource Management Manage the customer support department’s budget, ensuring proper allocation of resources to meet business needs Forecast resource requirements and allocate resources effectively to handle customer demand Ensure cost-effective operations while maintaining high-quality service Compliance & Security Ensure that cloud support operations comply with relevant legal, regulatory, and security standards Work with security teams to address any security-related customer concerns or incidents within cloud environments Develop and enforce best practices for data protection and privacy Reporting & Communication Provide regular reports to executive leadership on cloud support performance, including customer satisfaction, escalations, resource utilization, and cost Monitor, report, and drive improvements across support metrics (CSAT, NPS, FRT, TTR, resolution rate). Use data to continuously improve the customer experience. Ensure clear and effective communication within the support team and with other internal stakeholders Continuous Improvement Drive initiatives to continuously improve the cloud support process and the overall customer experience Prepare support systems for continued global growth, product expansion, and increased customer complexity. Lead post-mortem and root cause analysis after major incidents or service disruptions, implementing corrective actions Have you got what it takes? Proven leadership experience (typically 10+ years) in cloud support or related fields, with a strong background in managing cloud-based infrastructure and teams. Leadership experience in building and managing high-performance teams. Strong understanding of cloud technologies (AWS, Azure, GCP) and how they relate to customer support needs. Ability to collaborate with cross-functional teams including product, engineering, and sales. Excellent communication and problem-solving skills. Customer-focused mindset with a deep understanding of CSAT and NPS metrics. Ability to manage budgets and resources effectively. Experience in working with global teams and cross-cultural environments. This role requires a strong balance of strategic leadership, operational efficiency, and customer-centric focus. What’s in it for you? Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr! Enjoy NICE-FLEX! At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

We are looking for Team leader and Quality analyst Should atleast have 1 year of on paper experience Salary upto 5lpa depends, Need on paper experience, Telephonic Interview Interested call now HR Salman 7666535407

Leading BPO in Hyderabad Hiring for Transactional Quality Manager Content Moderation//Social Media Process Must be a Manager Quality or tenured Deputy Manager On papers in an International BPO in Voice process Experience in Content Moderation is Mandatory Over All Experience 8+ Years CTC UPTO 15LPA based on Last CTC & experience Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Role & responsibilities Act as a primary POC between the QA teams, OPS & clients. • Recommended responsibilities include but are not limited to the following: • Lead, manage, motivate, and mentor a team of Quality Analysts • Drive consistency to ensure the strong quality performance and alignment across all programs • Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program • Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads • Implement and drive the QA process and structure • Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders • Implement initiatives and projects to counteract any possible trends, drive business KPIs • Aggregate audit findings and analyses gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency • Analyses quality and performance trends to provide recommendations for program improvement • Responsible for the delivery of vendor quality metrics at management reviews Key skills & knowledge: Excellent communication & interpersonal skills Excellent MS Office skills (presentation & excel) Should have good knowledge of FMEA identification and mitigation of vulnerabilities Excellent knowledge of Quality & Analytical tools Should be well versed with Qualitative concepts Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Leading BPO in Bangalore Hiring for Transactional Quality Manager Content Moderation//Social Media Process Must be a Manager Quality or tenured Deputy Manager On papers in an International BPO in Voice process Experience in Content Moderation /Customer service is Mandatory Over All Experience 8+ Years CTC UPTO 19LPA based on Last CTC & experience Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Role & responsibilities Act as a primary POC between the QA teams, OPS & clients. • Recommended responsibilities include but are not limited to the following: • Lead, manage, motivate, and mentor a team of Quality Analysts • Drive consistency to ensure the strong quality performance and alignment across all programs • Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program • Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads • Implement and drive the QA process and structure • Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders • Implement initiatives and projects to counteract any possible trends, drive business KPIs • Aggregate audit findings and analyses gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency • Analyses quality and performance trends to provide recommendations for program improvement • Responsible for the delivery of vendor quality metrics at management reviews Key skills & knowledge: Excellent communication & interpersonal skills Excellent MS Office skills (presentation & excel) Should have good knowledge of FMEA identification and mitigation of vulnerabilities Excellent knowledge of Quality & Analytical tools Should be well versed with Qualitative concepts Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Hiring for Supervisor Quality & Training International Voice Process Leading BPO in Bangalore Require minimum 1 year experience as Team leader Quality in BPO Must have Experience in Quality Domain CTC UPTO 8.5LPA Shifts 24*7 Role and Key Responsibilities: Critical Thinking: Apply analytical skills to evaluate complex problems, identify root causes, and develop effective solutions Testing New Automation/Features: Execute and plan for new automation tools and features. Ensure thorough testing to validate functionality, performance, and reliability Recommendation Generation: Analyze test results and user feedback to generate actionable recommendations for product enhancement. Collaborate with cross-functional teams to implement improvement Overall implementation, planning and improvement of the Transactional Quality framework Set up, improve, drive and streamline monitoring, feedback & other internal processes related to Training and Transactional Quality Drive Idea generation/recommendation process and share ideas with the client Create new processes/initiatives based on the client requirements and drive in collaboration with different functions Introduce metrics to monitor quality and report to the management on improvements necessary to meet customer and industry standards Responsible for leading, motivating and supervising the team of Quality Analysts assigned As an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results To identify root causes of variances in metrics (if any) Reduce TQ-BQ variance on different input/output metrics Propose corrective/improvement solutions based on facts and data and implement and monitor improvement projects in the process Collect Data, perform analysis and RCA on metrics and publish reports accordingly Understand client needs on the Quality and process changes and ensure that the team is aware of them Focus on identification and highlight any/all compliance defects and recommend training or other action plan Ensure consistency through calibration of Quality scores with the client scores through effective interactions with the client Quality team Ownership of compliance, data security and risk assessment for the process - highlight noncompliance in time to avoid surprises or before reported by external sources Desired Skills Excellent communication skills - verbal and written Proficient with Feedback skills Proficient with soft skills training - customer / phone/Chat/Email skills Must have the ability to work under pressure &; in an unstructured environment Should be solution-oriented The applicant should be Proficient with MS office (PowerPoint, Excel, Word) & Google Suite Good People Management Skills Willingness to work in a 24*7 (Day and Night Shifts - Rotational) with no fixed week offs and 5 days working environment Willing to work in a voice and non-voice process Must have analytical abilities to analyze data, trends from effectiveness surveys Ability to observe, analyze and give constructive feedback Analytical, logical, reasoning &numerical ability Good knowledge of the Quality Domain Extremely good verbal & written communication skills in English Process orientation & structured thinking Six Sigma essentials Strong Customer Service orientation YB/GB certified preferred Qualification: Graduation Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Leading BPO in Kolkata Hiring for Quality Analyst Must have minimum 1 Year experience in Quality in International BPO Only Graduate 5 Days Working Shifts 24*7 Responsibilities: Lead quality initiatives, implement Six Sigma methodologies. Conduct call audits, analyze results with Pareto charts & Fishbones. Monitor calls for compliance, identify improvement opportunities. Mail your cv at simmi@hiresquad.in or call T 8467054123

Role Dimensions: ROLE: Executive Customer Experience LOCATION: Bengaluru NUMBER OF DIRECT REPORTEES: Individual contributor role Key Relationships: REPORTS TO: Supervisor/TL Customer Experience About the Role: Handling customer queries (Outbound calls). Handling customers queries (Chat support). Reminding / connecting with customers to collect invoice due amount. Coordinating with internal departments to prioritize resolution of customer queries. Handling social media escalations. Reaching out to detractors to understand their concerns. Supporting to enhance overall NPS/C-Sat. Responding to customers reaching out via email. Preferred Qualifications: Candidate must possess at least Advanced/Higher/Graduate Diploma, Bachelors Degree, Post Graduate Diploma, Professional Degree (in any field). Punctual and motivated. Excellent verbal and written communications skills. English & Hindi fluency required (at least Upper-Intermediate level). Freshers and experienced candidates can apply (Experience will be preferred over freshers).

Looking for an experienced CX Incentive Compensation Specialist to design, implement, and manage incentive compensation plans for our client teams. Responsible for developing and administering programs that drive customer satisfaction, loyalty, and business growth. Responsibilities: Design and implement CX incentive compensation plans that align with business objectives. Develop and maintain metrics and benchmarks for CX teams (CSAT, NPS, FCR, AHT, etc.). Analyze CX data and performance metrics to identify trends and areas for improvement. Collaborate with CX leadership to set performance goals and targets. Manage incentive compensation budgets and ensure accurate payout calculations. Communicate incentive plans and performance results to CX teams and leadership. Continuously monitor and evaluate the effectiveness of incentive plans. Develop business cases and proposals for new incentive programs or changes to existing plans. Must Have: 5+ years of experience in CX operations, incentive compensation, or a related field. Strong analytical and problem-solving skills. Experience with CX metrics and benchmarks (CSAT, NPS, etc.). Strong communication and interpersonal skills & ability to work effectively in a fast-paced environment Understanding CRM principles and recommend solutions to customer, handling feedback, and ensuring a positive customer experience Understanding of Conversions using Import/Export Management Desired: Knowledge of Oracle CPQ application is added skill Oracle Service Cloud Trained/Certified with understanding of Oracle Service Cloud architecture Experience in Interface Development with CRM integrations including usability, accessibility testing and validation Good programming skills, as well as the ability to review complex code bases written by others

Hiring for Team Lead. Location: MBP, Navi Mumbai Role : The Team Lead is responsible for ensuring adherence to contractual Service Level Agreements (SLAs) and managing the overall workflow within the team. The role requires analyzing existing work practices, systems, and procedures to improve efficiency and effectiveness. The Team Lead will handle all team-related issues, including people management, conflict resolution, and administrative tasks. The candidate must exhibit excellent leadership qualities to spearhead the team. Exceptional English verbal communication skills are essential to manage client expectations effectively. The role is based in Mumbai and requires working in a 24/7 rotational shift environment. Job Responsibilities : Ensure adherence to contractual Service Level Agreements (SLAs) by monitoring team performance and implementing corrective actions as necessary to meet targets. Analyze existing work practices, including systems and procedures, to identify areas for improvement and optimize team efficiency. Handle all team-related issues, including people management, conflict resolution, and administrative tasks, to maintain a productive work environment. Exhibit excellent leadership qualities to guide, motivate, and develop team members, fostering a culture of high performance and continuous improvement. Manage client expectations through exceptional English verbal communication skills, ensuring clear, concise, and professional interactions. Spearhead the team by setting clear goals, providing regular feedback, and facilitating training and development opportunities. Collaborate with cross-functional teams to address operational challenges and implement best practices. Prepare and present regular reports on team performance, including key metrics and improvement initiatives, to senior management. Job Responsibilities : Experience in implementing process improvement initiatives to enhance overall team efficiency and productivity. Ability to adapt to a dynamic work environment, demonstrating flexibility and resilience in managing changing priorities and workloads. Criteria: : Minimum 2 years of experience as a Team Leader in a Domestic voice process. Minimum of 5 years of work experience in a Domestic Voice Program from premium contact centers. Graduate qualification. Excellent English verbal communication skills. Criteria : Experience in a similar role within the fintech industry. Proficiency in data analysis tools to support process improvements. Shifts timings: 24/7 Rotational Shifts Week Off : 1 rotational week off Transport : Eligible post 10 pm for Home Drop.

Lead operations for India delivered Contact Center operations for US / North America Banking, Mortgage & Financial Services. Managing teams of more than 3000 headcount across multiple sites in India for Retail & Cards Operations. Work Mid/US timings. Required Candidate profile 15-18 yrs of contact center experience Handled teams of 2000+ FTE’s across global geographies, handled US clients esp in last roles & supporting BFSI - Retail (Assets, Liabilities) or Cards (7+ yrs)

Skill required:Query Management - Service Desk Designation:Management Level - New Associate Job Location:Mumbai Qualifications:Any Graduation Years of Experience:0 to 1 years What would you do? The responsibility of an advisor as customer service associate will be to assist our customers end to end for any queries around billing, package related and technical support. Requires advisor to personalize the conversation, manage productivity, display strong communication skills and create sales opportunity. Candidates needs to display attention to detail, show ownership and be able to embrace feedback. Ability to multi-task in usage of different applications and adhere to key compliance measures. Strong customer service skills Strong verbal English language proficiency. Ability to multi-task in usage of different applications and tools Analytical and Problem-Solving skills Team-work - Liaise with other support teams as required to resolve requests/issues in a timely manner Attention to Detail -Ensure proper documentation, notification, escalation, tracking and follow up of all incidents Ownership of the customer journey with quick and accurate resolution. This role is aligned to our Service Desk team which is responsible for providing 1st level customer service support to clients with respect to their operations. The team acts as a Single Point of Contact (\'SPOC\') to meet the communication needs of both users and clients, and to satisfy both customers and clients. In this role, you may be asked to switch between any support channel of phone, chat, and Email based on the business requirements. What are we looking for? Adaptable and flexible Ability to perform under pressure Problem-solving skills Detail orientation Ability to establish strong client relationship Able to work on a flexible basis as determined by the business needs Ability to work under pressure Team worker Positive Attitude Quick Learner Punctual and Disciplined Good Communication skills Customer Focussed Results driven High standards of Integrity Attention to detail Any graduate from Govt. recognized universities 10+2 Under-graduates with minimum 6 months prior experience preferred Customer satisfaction metrics like CSAT and NPS Productivity Metrics like AHT and Break Adherence Quality and Compliance metrics as defined by process Knowledge Check Scores Attendance Revenue metrics like Sales & Credit per chat First Time Resolution of customer query Roles and Responsibilities In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your primary interaction is within your own team and your direct supervisor In this role you will be given detailed instructions on all tasks The decisions that you make impact your own work and are closely supervised You will be an individual contributor as a part of a team with a predetermined, narrow scope of work Please note that this role may require you to work in rotational shifts

Hi Candidates Greetings from Allstate India!!! We are hiring International Voice Process (Insurance Domain) for Allstate India, Bangalore Location. Interested resources pls send me your updated CV to srag1@allstate.com EXP- Relevant Experience International Voice Process / US Insurance / Customer Support/Service or any Voice process with excellent English Communication : Job Location : Bangalore Willing to Work from Office 5 days in a week Shift Time- Should be flexible to work 24* 7 in any shift - Night Shift / US Shift with Rotational or splits off Education Bachelor's Degree BA/B.Com/BBA/BCA/BSC/BBM/ or Btech with relevant Customer care experience Experience 0.6 months -3 years’ experience Interested resources pls send me your updated CV to srag1@allstate.com Job Description Summary This position is responsible for handling moderate to complex inquiries, addresses various types of policies and billing inquiries from internal or external customers in an efficient, professional, and accurate manner and resolving service concerns while documenting customer requests, and completing changes to policies. Service to customers may include inbound/outbound calls, incoming correspondence, other communications sources, and call transfers for service transactions. Thanks & Regards Shruthi

Responsible for Managing RCM Client accounts. Should be able to do production planning & control Monitoring of client metrics as part of Practice Management, including (but not limited to): Monitor internal KPIs/SLAs Contact Person: HR -7094072919

Must have Min 1+yrs exp as a Quality Manager from BPO Technical Support Voice/ Chat International process BPO. Handled a team of Quality Team Leaders/ Quality Analyst's Fluency in English US Shifts Call 8447780697 send CV monu@creativeindians.com