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TLC DigiTech Operations Specialist

1 month ago

Delhi, Delhi, India TLC DigiTech Pvt. Ltd. Full time

Company Overview

TLC DigiTech Pvt. Ltd. is a leading digital solutions provider dedicated to delivering exceptional customer experiences. We are seeking an experienced professional to lead our training and quality assurance initiatives.

About the Role

We are looking for a skilled Operations Specialist to join our team. As a key member, you will be responsible for ensuring that all Brand Scripts are implemented and followed across the floor. This involves sharing consolidated agent feedback based on audits/observations on the usage of Brand Scripts.

Key Responsibilities

  • Conduct trainings in soft skills with a focus on English Grammar and spoken English.
  • Prepare monthly training calendars and set up calibrations and publish variance reports.
  • Assessing training/refresher training effectiveness & implementation of feedback shared.
  • Be the knowledge custodian for the business through impeccable product and process knowledge.
  • Evaluating & sharing feedback on brand line effectiveness for the program.
  • Conducting Soft Skills training.

Requirements

  • A minimum of 3-4 years of experience in Call Center background on auditing/analysis/feedback/quality scores and soft skills training and Quality Audits.
  • Experience in running improvement projects around key improvement areas of the contact centre.
  • Presentation skills with excellent communication skills.
  • Experience in soft skills training is an added advantage.
  • Ability to share the Training Needs Identification (TNI) basis the monitored and train agents on the improvement areas.
  • Knowledge of QC Tools and identifying trends from audits, publishing data and findings, RCA (Root Cause Analysis).
  • Set up calibrations and publish variance report, coaching and mentoring agents etc.
  • Knowledge of Salesforce is an added advantage.

Compensation Package

The estimated salary for this role is ₹850,000 - ₹1,050,000 per annum, depending on qualifications and experience.