Module : Quality
Location : Mumbai (Ghansoli - RCP {Reliance})
Experience : 2+ years of experience
Roles & Responsibilities
Call monitoring & feedback for outbound & Inbound department for process on the basis of their performance.
Ensuring Quality is maintained on calls.
Conducting daily briefing, call listening sessions & recent updates.
Conducting Quality induction for recent agents for them to know the quality parameters in depth.
Preparation of consolidated Quality MIS and mail to clients.
Call Calibration with Client & Operations.
Conducting refreshers for process improvement.
Monitor agents Side by Side and provide instant feedback to ensure consistent improvement in the scores for Quality & CSAT.
Providing one on one & batch training / coaching to the engineers.