Call Centre Quality Assesor

You might be a strong candidate if you have/are

• Have 2-3 years of Call Center / Quality Assessor Experience.
  
• Must have good experience with PowerPoint and MS Excel?
  
• Must have good data analysis skills
  
• Have a bachelor's Degree in a Communication or Business-related field.
  
• Are passionate about positively impacting the lives of rural consumers.
  
• Are a good collaborator with strong social skills who can mentor your team to meet expectations.
  

• Assess agents’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.
  
• Conduct training/calibration sessions to maintain consistency in customer interactions and process compliance. Accompany evaluations with meaningful and constructive feedback.
  
• Assess all customer interaction and experience metrics, providing insights on interaction trends, process compliance, and team improvement areas.
  
• Ensure regular training content development from training needs assessment derived from insights and changing business.
  
• Work with the management team to identify and deliver positive change and business efficiencies, and highlight operational risks and areas for improvement.
  
• Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction
  
• Regularly keep performance metrics results in check and ensure adequate performance evaluation engagements (one-to-one), highlighting concerns that impact team performance.