- Audit Voice Calls to ensure adherence to set Transaction Handling Guidelines
- Audit Customer responses received through surveys to identify improvement areas
- Conduct daily briefings, refresher sessions on regular basis
- Make recommendations to help reduce errors, and improve revenue generations
- Escalate unresolved issues to relevant teams, and work with them to resolve the identified issues
- Assist in implementing changes or modifications to the Quality Assurance department s evaluation process
- Analyze the root causes for the defects identified through the audits using basic quality tools
- Report, accurately promptly, the root causes of the defects to the business units
- Analyze trends and submit recommendations to Management for the top identified defects
- Train new hires on all Quality metrics and guidelines
- Flexibility with Shifts
Skills:
- Valuable knowledge of Travel Process
- Ability to handle Internal and External Customer Issues/rate Customer
- Strong Analytical bend of mind
- Should be able to question the status quo
- Patience level should be very high
- Ownership to resolve queries
- Number Friendly and Quick with basic Number based Calculations
- Excellent Understanding of Customer Satisfaction
- Must be able to Continuously Enhance Selling Skills of agents
- Excellent Presentation, Feedback Coaching skills.
- Technical knowledge of English communication intonation, syllable, punctuation etc.
- Receptiveness to change, and ability to drive changes
- Ability/readiness to work in sales driven environment
- Customer service attitude
- Excellent People management skills
- Self-driven / motivated