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Customer Service International Voice Supervisor-Bps

Customer Service International Voice Supervisor-Bps

Hexaware Technologies

0 - 3 years

4 - 7 Lacs

mumbai pune chennai

Posted:16 hours ago| Platform:

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Skills Required

induction qa quality control quality standards site management customer service process improvement

Work Mode

Work from Office

Job Type

Full Time

Job Description

Manages a team of 15 to 20 QA Analysts

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 feedbacks

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

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Hexaware Technologies

IT Services and IT Consulting

Navi Mumbai Maharashtra

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Customer Service International Voice Supervisor-Bps