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Senior Quality Call Consultant
3-7 years
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
Senior Quality Call Consultant
Mashreq Global Services
posted 14d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- To ensure that customer experience with Contact Center or complaints team is of a superior nature by continuously monitoring calls and providing feedback to frontline liners in order to enhance service quality.
- Primary responsibility related to call handling techniques and customer satisfaction.
- Identifying the loopholes or weaknesses preventing us from consistently delivering a superior service experience and suggesting ways of overcoming these.
- Includes root-cause analysis.
- Facilitating the performance measurement and KPIs
- University Graduate (preferably with some finance / banking or math s component).
- Excellent communication skills preferably Hindi / Urdu speaking.
- Min 2 years experience in a service environment (at least 2 years experience in a call center), previous work in a role of Quality Assurance or Service Quality is an added advantage.
- Proven excellent listening skills.
- Analytical and conscious to detail.
- Computer literate.
- Positive attitude.
- Full knowledge of banks products, process and system information.
- To monitor of calls and evaluate performance of staff with regards to the quality of their service and sales techniques.
- To conduct mystery shopping to customers & staff to measure their overall satisfaction with the call experience.
- To assist in evaluating overall quality of calls for the center and make necessary recommendations to raise the standard.
- Provide feedback and suggestion on improving service scripts to achieve quality requirements.
- To track that service promises made are fulfilled from end to end & check gaps in processes/ fulfillments/execution.
- To assist in the capture and report of customer feedback towards continual product development and make recommendations for product / process improvements based on the customer experience and feedback.
- Think creatively and challenge existing procedures to facilitate ongoing change based on customer feedback.
- To work closely with QCC, team leaders and Unit Manager to make recommendations for training and dispel any ambiguity.
Employment Type: Full Time, Permanent
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Mashreq Global Services Benefits
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