Nagpur, Maharashtra

Job Summary

Conducts quality (soft skill & Language) review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.

Audits representatives' inbound and outbound phone calls and/or correspondence, observing tangibles and intangibles of customer experience.

Testing tickets and process compliant to policies and procedures

Participate in process reviews to inform the resolution of defects.

Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives' availability during audit periods.

Take responsibility for providing and maintaining internal process metrics and tracking key deliverables

Evaluates and records the quality and performance during each call.

Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.





Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.

Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.

Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.

Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and perks across all product lines.

Develops job aides and other tools to assist representatives in improving overall quality of interactions.

Other duties as assigned by Management.

Key Responsibilities

Should possess skills to turn data into informat

📌 Sr Administrator (Nagpur)
🏢 HCLTech
📍 Nagpur