Contact Centre Executive

3 weeks ago


Kolkata, West Bengal, India Apollo Telehealth Full time
Job Description

The Contact Centre Executive Quality ensures that all customer interactions are monitored, evaluated, and optimized to maintain high service standards. This role is critical in driving customer satisfaction, identifying training needs, and improving overall operational efficiency within the contact centre.

Key Responsibilities

- Monitor and evaluate inbound and outbound calls, emails, and chats to ensure compliance with company quality standards.
- Conduct regular audits of customer interactions and provide feedback to agents to improve performance.
- Identify trends, recurring issues, and areas for improvement in service delivery.
- Collaborate with training and operations teams to implement quality improvement initiatives.
- Prepare detailed reports on quality metrics, performance scores, and key findings.
- Ensure adherence to regulatory guidelines, internal policies, and SOPs in all customer interactions.
- Support process improvement projects to enhance customer experience.
- Provide coaching and guidance to agents based on quality assessment outcomes.

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