Hyderabad, Telangana
1 week ago
**Please find the JD below.**
- Experience : 2+ Years
- Location :Hyderabad
**Key Responsibilities**:
- Provide feedback and coaching to customer service agents based on evaluations, identifying areas for improvement.
- Analyze call trends and metrics to help identify common issues and training needs.
- Prepare and present quality reports, performance metrics, and actionable insights to management.
- Ensure customer satisfaction and ensure the quality of service is consistent with the company’s goals and SLAs.
- Conduct root cause analysis of issues and assist in the implementation of corrective actions.
- Assist in training new agents and conducting refresher training sessions for existing agents.
- Ensure compliance with company policies, procedures, and relevant regulations.
- Work closely with team leaders and supervisors to ensure consistent quality across the team.
- Participate in process improvement initiatives and suggest ideas to enhance operational efficiency.
Please share the details
**Job Types**: Full-time, Permanent
Pay: ₹200,000.00 - ₹350,000.00 per year
**Benefits**:
- Health insurance
- Provident Fund
Schedule:
- Rotational shift
Work Location: In person
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