Training
- Prepare training material for New Phone Bankers
- Certification/ Motivation of Phone bankers
- Timely Completion of training
- Coaching callers based on quality scores for improvement
- Training to improve sales
Daily / Monthly
Quality Evaluations
- Ensure Quality Lead generation from the Phone Banker
- Ensure regular monitoring of quality of calls and completion of monitoring within defined timelines
- Timely feedback to caller
- Collect customer feedback and review scripts regularly
- Conducting Monthly certifications for the unit to assess product/process/ system.
- Analyze the training requirements bases the feedback shared.
Daily / Monthly
MIS
- Prepare the Quality MIS
- Ensure the MIS is published to the relevant stakeholders on time.
Daily/ Weekly/ Monthly
Others
- Assist in preparation of process notes or system requirements
- Projects to improve overall lead quality
E Skills Required
Technical
- Positive Knowledge of MS Office / MS Excel
Behavioral
Essential
Desired
Interpersonal skills
-
Communication skills
-
Creative thinking skills
-
Supervising/Leadership skills
-
Teamwork Skills
-
Influencing skills
-
Relationship Building skills
-
Decision making skills
-
Advance Excel skills
-
F Incumbent Characteristics
Essential
Desired
Qualification
Graduation
Post-Graduation
Experience
At least 3-5 years of experience in call centre industry, in Quality / Training process.