Job Description

Responsibilities To monitor and evaluate the performance of the CCEs and suggest their improvement areas To provide feedbacks to the CCEs based on the internal / external audits to improve the CCEs performance on the call and to identify training needs. To take part in calibrations with the client, OPS, Training and help to resolve the disputes. To ensure the process is meeting Client KPIs such as CSAT and Quality scores To conduct Quality sessions to share areas of improvements based on the feedback of audits. Mock call and OJT certification of New Hire Batches Ensure higher Client satisfaction scores Identification of root causes and preparing Corrective actions To give inputs to the CCEs on their improvement areas Language: Tamil English Hindi . Share profiles: 8977713990