QRT Senior Executive

Department: QRT

Location: D-16, Koel Nagar, Rourkela, Landmark: Near Canara Bank

Reporting To: Manager

Employment Type: Full-time

Job Purpose:

The Quick Response Team (QRT) Executive is responsible for providing immediate support on escalated calls, monitoring critical issues in real-time, and ensuring quick resolution to maintain service quality across Customer Support, Collections, and Sales processes. The role acts as a bridge between agents, team leaders, and management to reduce escalations, improve customer satisfaction, and enhance overall process performance.Key Responsibilities:1. Real-Time Monitoring & Intervention

· Monitor live calls across Customer Support, Collections, and Sales to identify potential escalations.

· Intervene immediately on critical or escalated cases to prevent customer dissatisfaction or compliance issues.

· Provide on-the-spot guidance to agents during difficult interactions.

2. Escalation Handling

· Take ownership of customer escalations and ensure timely resolution.

· Coordinate with Team Leaders, Quality Analysts, and other departments to resolve complex cases.

· Maintain escalations log and follow up until closure.

3. Support for Agents & Operations

· Assist agents with process queries, difficult customer interactions, payment-related concerns, or sales objections.

· Provide quick reference solutions or process updates during active operations.

· Ensure agents adhere to scripts, compliance guidelines, and customer handling protocols.

4. Reporting & Documentation

· Maintain records of escalated calls, issue types, and resolution turnaround times.

· Share daily/weekly reports with the management on critical issues, trends, and improvement suggestions.

· Highlight process gaps or repeated customer pain points.

5. Quality & Compliance Monitoring

· Ensure adherence to compliance standards, especially in Collections and Sales processes.

· Identify high-risk situations and take corrective action in real time.

· Work closely with Quality and Training teams to provide feedback and corrective insights.

6. Cross-Functional Coordination

· Collaborate with Quality Analysts, Team Leaders, Trainers, and Operations Managers.

· Participate in calibration sessions and process improvement discussions.

· Support rollout of new updates, scripts, or workflows.

Required Skills & Qualifications:

· Bachelor’s degree in any discipline.

· Minimum 1–2 years’ experience in BPO operations (Customer Support/Collections/Sales).

· Prior experience in escalation handling, customer support, or quality monitoring preferred.

· Strong communication, listening, and problem-solving skills.

· Ability to think quickly and provide instant solutions under pressure.

· Good command over call-handling etiquette and process knowledge.

· Proficient in MS Excel and call monitoring tools.

Key Competencies:

· Quick decision-making

· High adaptability

· Conflict resolution skills

· Strong customer service orientation

· Patience and emotional management

· Multitasking ability

· Accuracy and attention to detail

Contact Person: (HR Team)

Monalisha Swain - 6370884664
Shayan Azmi - 7853904264

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• Provident Fund

Work Location: In person