Role & responsibilities:

Key Responsibilities

- Transaction Monitoring: Audit a predefined sample of live/recorded phone calls and email interactions weekly/monthly using transactional quality forms.

- Feedback & Coaching: Conduct one-on-one feedback sessions with Customer Support Executives (CSEs). Provide constructive insights to improve performance.

- Metric Tracking: Monitor and drive core quality metrics including: o CQ Score (Transaction Quality / Compliance Score) o FCR (First Call/Email Resolution) o CSAT / NPS (Customer Satisfaction / Net Promoter Score) o Fatal Error / Critical Failure Rate.

- Calibration Sessions: Participate in weekly calibration meetings with Operations Team Leaders and Clients to ensure alignment on scoring standards.

- Email Quality Standards: Review emails for correct grammar, appropriate templates,



accurate technical resolutions, tone, and skilled etiquette.

- Root Cause Analysis (RCA): Identify recurring behavioural or knowledge gaps.

Conduct

Deep-Dive / RCA reports to suggest training interventions.

Applicants should possess the following attributes:

- Audit Tools: Hands-on experience with Call Recording systems (e.g., Verint, Nice) and CRM ticketing tools (e.g., Talisma, Salesforce, Zendesk).
- Analytical Skills: Proficient in MS Excel (VLOOKUP, Pivot Tables) to track quality trends.
- Soft Skills: Strong coaching capabilities, active listening, and conflict management skills.

📌 Senior Officer/Officer - Customer Experience (Mumbai)
🏢 BOBCARD
📍 Mumbai