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Lead Associate

4 months ago

Gurgaon, Haryana, India WNS Full time

Job DescriptionMaintaining up to date expertise on company products procedures processes and tools as well as the taxonomy of issues related to enquiries from users.

Perform Quality CSAT and Feedback reviews as required by Operational needsAssist in helping Specialist with live case management and questions about quality tools usage product and accuracy of responsesCoach and provide feedback to individual Specialists to develop their core skills and improve performanceComplete Specialist feedback sessions regarding Quality and CSATCreate an open and honest feedback flow with Management regarding Specialists performance and recommendationsMaintain all records relating to quality CSAT accuracy and all other reviewsCollaborate with the Training function in order to flag the need for creation of training materials as requiredCollaborate with the Project Specialists in order to flag the need for amendments in documented process guidelines Resolution Paths and Tier 1 Reference CenterProvide daily weekly monthly updates and reports to site managementCollaborating with the Team Manager and Specialists to identify training performance and quality opportunitiesIdentify and implement initiatives to increase overall customer satisfactionWorking on adhoc projects tasks deep dives as requested by ManagementAny additional responsibilities as business needs dictate.

Mandatory voice and customer service experience is required
QualificationsAny GraduateExcellent communication skillsShould be ok to work in rotational shifts, work from office onlyShould be available to join within 15 to 30 days