Quality Coach - Bengali

Designation: Quality Coach
Position: 1
Job Type: Permanent
Entity: People Interactive (I) Pvt. Ltd.
Company: People Interactive (I) Pvt. Ltd.
Business Unit: Shaadi.com
Group: Business Support
Department: Customer Experience
Sub Department: Quality Assurance
Band: Developing Management - B4
Level: Executive
Division: Quality Management

Description: What you will do in this role

• Mentor and develop the team
• Evaluate calls by way of Live Barging, Mock calls, Recorded calls, chats and e-mails.
• To Monitor Quality performance of employees during the calls & provide feedback
• To enhance the quality, productivity & presentation of calls
• To assist in  Sales targets for the month by hand holding and motivating Process Associates
• To prepare report after evaluating all employees
• Doing Tape-review sessions as per the frequency set
• Assisting in process improvement initiatives
• Need to take projects
• Execute and follow-up on the Coaching & Action Plans
• To follow quality processes thoroughly using checklist standards
• Participate in huddle sessions, share inputs with Team members related to error trends, process updates and tech issues. Working in close tandem with Asst. Mgrs and other owners on the process for an excellent team and process performance
• Coordinate calibration sessions and adherence towards enhancing calibrated process performance
• Identify training needs and organize training interventions to meet quality standards
• Need to identify the projects & review project improvement teams and results

What you should have

• Bachelor's Degree
• Familiarity with web technology and comfortable with the Internet.
• Very strong verbal communication skills and writing skills.
• Clear diction and clarity in speech
• Extremely detail oriented and ability to organize.
• Excellent Analytical skills with good excel knowledge
• Problem-solving ability & creative - out of the box thinker
• Should be familiar with effective objection handling
• Strong integrity and work ethics.

Special Requirement:

• Mother Tongue Bengali
• Should be comfortable working in late shift (up to 11PM)