Performance Evaluator

5 days ago

Bengaluru, Karnataka, India beBeeQuality Full time ₹ 50,00,000 - ₹ 85,00,000

Our team seeks a seasoned Performance Evaluator to ensure exceptional quality standards in customer interactions. Key responsibilities include:

  • Conducting thorough assessments of calls to guarantee adherence to established benchmarks.
  • Providing actionable feedback to agents to enhance their performance and close any communication gaps.
  • Identifying process weaknesses and areas for improvement, focusing on driving customer satisfaction through effective engagement strategies.
  • Developing and maintaining detailed quality reports and analysis for leadership review and strategic planning.
  • Spearheading initiatives to boost customer satisfaction metrics (CSAT, NPS, FCR) through collaborative efforts with cross-functional teams.

Required Qualifications:

  • Degree in any field or equivalent experience.
  • Minimum 1-3 years of experience as a performance evaluator in an international voice process environment.

About the Role:

The ideal candidate will possess strong analytical skills, excellent communication abilities, and a deep understanding of quality parameters. Strong problem-solving skills, attention to detail, and ability to work under pressure are essential. This role demands a collaborative approach, with a focus on driving customer satisfaction and enhancing overall quality through proactive engagement strategies.

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