Nspira is a leading Education Management Services company which enables Narayana Group to operate 600+ branches seamlessly. A parent company of the Narayana Group is one of Asia's largest educational conglomerates where approximately 50,000+ teaching and non-teaching faculty provide world class education for more than 6,00,000+ students. Spread across 23 states in India, the Narayana family is home to a flourishing academia with 300+ schools, 300+ junior colleges and 8 qualified colleges.
We are also PE Funded and a professionally run organization.
Log on to www.narayanagroup.com & www.nspira.in for additional info!
Roles & Responsibilities
Candidate will be responsible for monitoring of Call quality and sharing Actionable insights which will be aligned to Key performance metrics.
- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to management team.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for staff.
- Provides feedback and coaching to relevant Stake holders.
- Prepares and analyses internal and external quality reports for management staff review.
- Perform other duties as assigned.
KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED
- 2-3 years Call Centre Experience as Quality agent.
- Bachelor Degree a plus
- Excellent verbal, written and interpersonal communication skills;
- Must be self-motivator and self-starter;
- Focus on quality and customer service;
- Exceptional listening and analytical skills and Time management Skills;
- Must be proficient with Microsoft Office (intermediate Word, basic Excel);
- Tamil, Kannada, English, Hindi, Telugu Multi Language preferred (Tamil and Kannada must)