Sr. SME - Quality / Customer Service Operations (Chennai)

Sr. SME - Quality / Customer Service Operations (Chennai)

24 Sep
|
Concentrix
|
Chennai

24 Sep

Concentrix

Chennai

Roles and Responsibilities :

- Conduct quality audits to identify areas of improvement in customer service operations.

- Monitor calls to ensure compliance with company standards and provide coaching to agents on quality issues.

- Analyze data from TNA (Training Needs Analysis) reports to develop targeted training programs for agents.

- Collaborate with team leaders to implement process improvements and optimize workflows.

Job Requirements :

- 3-9 years of experience in a BPO or call center workplace.

- Strong knowledge of quality analysis, quality audit, and call monitoring processes.

- Ability to analyze data from various sources, including CRM systems and performance metrics.

📌 Sr. SME - Quality / Customer Service Operations (Chennai)
🏢 Concentrix
📍 Chennai

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