The main responsibility in this role involves making outbound cold calls to debtors and identifying the right party contacts (RPC). It is crucial to accurately document call dispositions on the dialers used for outbound calling to ensure proper segregation of debtor contact lists, including right party contacts, wrong numbers, callbacks, answering machines, etc. Engaging in voice interactions with right-party contact debtors to generate collection-qualified leads is also a key aspect of the job. Collaboration with the collections team is essential to facilitate live transfers or appointment fixing for collection-qualified leads to enable conversion attempts. Timely follow-up on collection qualified leads requesting a call back is necessary to convert them into live transfers or appointments with the collection team. The company's mission centers around the growth of individuals alongside business development. By fostering the growth of employees, the organization aims to reach new heights. Encouraging the creation of innovative ideas that offer optimized solutions, the company values human resources as a key driver of its considerable achievements. Employees are provided with opportunities to discover and enhance their skills through training. At Zap Tech, each day is viewed as a fresh opportunity, emphasizing the importance of savoring the present moment. The company offers an industry-leading salary package along with numerous adventures. With a strong focus on knowledge empowerment, the organization is deeply committed to being user-centric, boasting experts and mentors across various domains. The company culture emphasizes a blend of fun and discipline, creating a unique and rewarding work environment for employees to thrive and grow. Join us at Zap Tech and experience the difference firsthand.,
As a Call Center Call Quality Executive, your role involves monitoring and evaluating inbound and outbound calls to ensure quality adherence. You will be responsible for identifying improvement areas in agent communication and compliance. Your key responsibilities will include: - Call Monitoring & Evaluation: - Assessing inbound and outbound calls for quality adherence. - Identifying improvement areas in agent communication and compliance. - Quality Assurance & Compliance: - Ensuring adherence to company policies, scripts, and regulatory requirements. - Monitoring calls for data security, customer service, and ethical practices. - Second Voice Monitoring & Intervention: - Acting as a second voice during live calls to assist agents in handling complex customer queries. - Providing real-time guidance and intervention to de-escalate difficult situations. - Ensuring adherence to quality standards in critical customer interactions. - Feedback & Coaching: - Providing detailed call feedback to agents. - Conducting one-on-one coaching sessions to improve communication and soft skills. - Reporting & Analysis: - Maintaining records of call quality scores, feedback, and agent performance. - Identifying trends and improvement areas in service delivery. - Training & Development Support: - Assisting in onboarding and continuous training programs. - Recommending training topics based on call analysis. - Process Improvement & Customer Satisfaction: - Suggesting enhancements to scripts, processes, and customer handling techniques. - Working towards improving customer satisfaction and first-call resolution rates. Qualifications required for this role include a Bachelor's degree in business administration or a related field (preferred but not always mandatory). Experience of 1-3 years in a call center environment, preferably in a Quality Analyst or Call Monitoring role, is desired. Knowledge of customer service/support, sales processes, compliance regulations, and call center performance metrics is essential. Experience with second voice intervention and real-time call monitoring is an advantage. Hands-on experience with diallers and other relevant platforms would be beneficial.,