Posted:3 hours ago|
Platform:
Work from Office
Full Time
Candidates from Real Estate industry preferred. Key Responsibilities: Monitor Calls and Emails: Listen to and review recorded calls and emails to assess quality and adherence to company standards. Evaluate Performance: Score interactions based on predefined criteria and provide feedback to customer service representatives. Identify Trends: Analyse call and email data to identify trends, patterns, and areas for improvement. Reporting: Prepare detailed reports on quality metrics and performance trends. Training and Coaching: Provide coaching and training to customer service representatives based on evaluation results. Compliance: Ensure that all interactions comply with company policies, procedures, and regulatory requirements. Continuous Improvement: Recommend and implement strategies for continuous improvement in customer service quality Competencies & Criteria: Communication Skills: Excellent verbal and written communication skills for effective feedback and reporting. Analytical Skills: Strong analytical skills to interpret data and identify trends. Should be well versed with MS office, Excel. Attention to Detail: Ability to identify issues and areas for improvement in customer interactions. Technical Proficiency: Familiarity with call monitoring software and quality assurance methodologies. Knowledge of SAP & SFDC preferred, not mandate. Problem-Solving: Strong problem-solving skills to address quality issues and improve processes. Minimum 2-3 Years experience in Real Estate CRM - Quality Team.
Raymond Realty
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