03 Oct
|
Concentrix
|
Hyderabad
03 Oct
Concentrix
Hyderabad
Roles and Responsibilities :
- Conduct quality audits to identify areas of improvement in customer service processes.
- Monitor calls to ensure adherence to company standards and provide coaching to agents on quality issues.
- Analyze data from TNA (Testing, Network Analysis) reports to optimize voice processing workflows.
- Collaborate with team members to resolve complex customer complaints.
Job Requirements :
- 2-9 years of experience in BPO/Call Centre industry.
- Robust knowledge of call monitoring, coaching, quality analysis, and quality audit techniques.
- Ability to analyze data from various sources such as TNA reports.
📌 Sr. SME - Quality / Customer Service Operations (Hyderabad)
🏢 Concentrix
📍 Hyderabad