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Hexaware Technologies
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Customer Service Domestic Voice Supervisor-BPS

Customer Service Domestic Voice Supervisor-BPS

Hexaware Technologies

0 - 3 years

3 - 6 Lacs

mumbai pune chennai

Posted:1 week ago| Platform:

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Skills Required

customer service qa domain knowledge induction operations bps quality control site management design leadership process improvement

Work Mode

Work from Office

Job Type

Full Time

Job Description

To manage transaction quality profile for a customer service process for our domestic client

Participates in design of call monitoring formats and quality standards

Defines Quality Framework, CTQs and implementation of Quality Control Plan

To conduct audits as per defined guideline and sampling for transaction monitoring

To ensure 100% closure of feedback

To create and publish regular audit reports with management and clients (daily, weekly, monthly)

To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls

To drive process improvement initiatives

To drive calibration sessions with internal or external customers

To conduct training for group of agents, when needed

To conduct quality induction for new hire batch

Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis

Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output

Maintain overview of daily records, MOMs and Action items

Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns

Able to use automated information systems and analyze

Provide corrective / improvement solutions to the QAs on periodic basis to help them improve their accuracy scores

Working in close tandem with Ops Asst. Mgrs. on the process for an excellent team and process performance.

Prepare performance evaluations and documenting contact-handling procedures.

Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.

One-on-one feedback to the QAs basis their performance

Provide domain knowledge & track external & internal escalations

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Hexaware Technologies

IT Services and IT Consulting

Navi Mumbai Maharashtra

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Customer Service Domestic Voice Supervisor-BPS