Customer Service Quality Specialist

7 days ago

Hyderabad Secunderabad Telangana Bengaluru Bangalore, India beBeeAccount Full time ₹ 9,00,000 - ₹ 12,00,000
Key Account Manager

The responsibilities of this role are multifaceted and varied, encompassing numerous aspects that require expertise and a deep understanding of the policies and procedures governing all lines of business. Key account managers must be adept at conducting internal quality and compliance audits on phone calls and case work completed by operations teams, as well as providing coaching and feedback in a professional and helpful manner to improve performance.

They are also responsible for collecting and analyzing data from each audit/monitor activity, assisting operations teams with development and implementation of appropriate corrective action plans, training tips, and team communication to enhance overall quality results.

  • Be an expert on policies and procedures for all lines of business you support.
  • Conduct internal quality and compliance audits on phone calls and case work completed by operations teams.
  • Provide coaching and feedback in a professional and helpful manner to help improve performance of those you evaluate.
  • Collect and analyze data from each audit/monitor activity and assist operations teams with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results.
  • Conduct/participate in calibration sessions to ensure consistent scoring across team members.
  • Lead meetings with management and other stakeholders.
  • Evaluate findings and make appropriate recommendations to the operations and training departments for training improvements.

Required Skills and Qualifications:

Basic qualifications for this position include tenure of at least 12 months in role (internal), demonstrated history of consistently above average call metrics including ACW, AHT, adherence, calls per day and quality & compliance scores (internal). At least 12 months experience in a call monitoring role is also required (external).

Additionally, candidates should possess ability to self-manage and motivate, resiliency and adaptability to lead through various business changes, and ability to quickly build knowledge of policies and procedures.

Benefits:

This role offers numerous benefits, including opportunity to positively impact team culture and effectiveness, ability to provide coaching and feedback in a clear and constructive manner, and basic Microsoft Office skills.

Others:

A key account manager must have the ability to handle multiple priorities simultaneously, maintain confidentiality and discretion when dealing with sensitive information, and communicate effectively both verbally and in writing.

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