Hiring For SME/QA-Customer support

3 weeks ago


Hyderabad, Telangana, India Manning Consulting Full time
Job Description

Key Skills

- Experience in contact Centre environment of min 3 Yrs with good credentials
- Should have the experience in handling Phone volume
- Ability to coach & provide feedback
- Good Written & Communication Skills
- Have great nudge for Customer Service Management.
- Aware of Service Levels in program

Job Responsibilities:(QA)

- Should be Excellent at verbal and written communication
- Should have QA on papers
- Analytical and Solution based approach to real-time issues. (RCA, data analysis, problem solving and Issue resolution, etc.)
- Multi Task and Perform day to day operational deliverables with efficiency
- Ability to perform under stretch and pressure situations.
- Team Player / willing to switch to Trainer/SME role basis business requirement
- Basic knowledge of Basic Quality Tools, DMAIC methodology, Spreadsheet/Trix, Google Presentation and docs.

Job Responsibilities (SME):

- Floor support for frontline agents
- Handling escalation and supervisor calls
- BQ agent performance improvement
- Knowledge refresher, DSAT analysis, coaching and feedback
- Drive innovation & product/ Process enhancement
- Managing teams performance and key client metric deliverables
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