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Senior Coordinator Quality

5 - 10 years

4 - 7 Lacs

Mumbai

Posted:3 months ago| Platform: Naukri logo

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Skills Required

Quality Audit Customer Service css Call Monitoring Data analysis Calls Cascading Style Sheets FIS calibration session MAG MIN Call Audit audit MSA Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities Monitoring and auditing CSS transactions for all customer service functions Provide feedback to users/supervisors basis the audit observation (transactional). Training needs to be identified. Make recommendations for improving quality services and process enhancements Conduct periodical calibration sessions with businesses to plug process/knowledge gaps. Implement and monitor scripts to assess functionality, reliability, performance, and quality of service. Collaborate with the training team for refreshers. Using Quality Dashboard to compile and track performance at the individual level and share feedback (performance trajectories). Reports and Dashboards 3-5 years of CSS experience in the Customer Service dept (transportation Industry) Good knowledge of tools such as FIS/ Salesforce and any other 3 rd party systems needed Degree/ Education in Finance/Economics/Mathematics/Statistics. Knowledge of excel and experience with Data analysis. Excellent stakeholder management skills. Understanding nuances of all areas MIN, MAG, MSA wrt to CSS transactions

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Teamlease Digital
Teamlease Digital
www.teamleasedigital.com

Staffing and Recruiting

Hyderabad

250-500 Employees

255 Jobs

    Key People

  • K. Raghavendra Rao

    CEO

  • Divya Reddy

    Head of Marketing

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