Posted:15 hours ago|
Platform:
On-site
Full Time
• High-performance delivery on all quality parameters
• Audit the customer contacts (through any channel) on Product/process, Communication, and soft skills parameters.
• Conduct audits and feedback for the targeted agents with the objective of improving scores for training throughput or conversion.
• Data analysis and making designated reports/decks.
• Participate in calibrations to ensure consistent scoring & feedback delivery approach.
• Communicate to heighten awareness and focus on the importance of positive customer experience.
• Special audits to make recommendations and drive process improvement.
• Help and enhance product/process knowledge of new joiners.
• Prepare Training Need Analysis, publish and execute for 100% closure.
• The candidate must have a minimum of 12 months experience in conducting audits.
• Prior exp in handling Quality for Voice/Chat/ Email process. Candidate having experience in multiple domains are preferred.
• Must understand Audit & Coaching process.
• Excellent verbal written and comprehension skills.
• Technical knowledge of English communication sentence construction, grammar, punctuation etc.
• Effective Presentation, Feedback & Coaching skills
• Hands on experience on MS-Office; preferably on MS-Excel and Power Point
• Ability to handle/analyses data to generate Quantitative and Qualitative analysis.
• Candidates willing to be physically present in office are required.
• Tool knowledge: Freshdesk, Limechat. Shiprocket, Shopify
Honasa Consumer Ltd.
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