Hiring For SME/QA-Customer support

Manning Consulting

4 - 8 years

3 - 6 Lacs

Hyderabad Telangana India

Posted:3 days ago| Platform: Foundit logo

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Skills Required

contact centre operations phone volume handling coaching feedback delivery Customer Service Management

Work Mode

On-site

Job Type

Full Time

Job Description

Key Skills

Experience in contact Centre environment of min 3 Yrs with good credentials
Should have the experience in handling Phone volume
Ability to coach & provide feedback
Good Written & Communication Skills
Have great nudge for Customer Service Management.
Aware of Service Levels in program

Job Responsibilities:(QA)

Should be Excellent at verbal and written communication
Should have QA on papers
Analytical and Solution based approach to real-time issues. (RCA, data analysis, problem solving and Issue resolution, etc.)
Multi Task and Perform day to day operational deliverables with efficiency
Ability to perform under stretch and pressure situations.
Team Player / willing to switch to Trainer/SME role basis business requirement
Basic knowledge of Basic Quality Tools, DMAIC methodology, Spreadsheet/Trix, Google Presentation and docs.

Job Responsibilities (SME):

Floor support for frontline agents
Handling escalation and supervisor calls
BQ agent performance improvement
Knowledge refresher, DSAT analysis, coaching and feedback
Drive innovation & product/ Process enhancement
Managing teams performance and key client metric deliverables

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