Customer Support Executive

Job Tittle: Associate Quality Analyst role

Roles and Responsibilities:

• Monitor calls/chats/emails to assess the performance and quality of the agents
• Provide constructive feedback and coaching
• Provide actionable insights to the Sales/Operations Team
• Developing Evaluation Programs for agents
• Keeping Record of feedback provided to agents
• Analyzing training, calls & scrubbing data will be part of your routine
• Conduct weekly/fortnightly performance reviews
• Conduct Daily/Weekly huddles to share process updates with teams
• Interact with Supervisors/Managers to devise plans for better performance as an organization

Desired Candidate Profile:

• Excellent Verbal and Written Communication
• Team player with good interpersonal and solution-oriented attitude
• Ability to think independently and make decisions
• Eager to learn new things and implement innovative ideas
• Persistent and Problem-solving abilities
• Organizational and time-management skills
• Proficiency in Google suite (Sheets, Slides, docs etc)
• Ability to understand, interpret, and communicate with data

Mandatory Requirement:

• Minimum of 2 years of overall experience in customer service/experience, including 1 year as Quality analyst or Quality management.
• Minimum Qualification: Graduation in any Stream (Technical education preferred)
• Candidateworkexperiencebackgroundshouldbefrom International BPO