Call Monitoring Executive

1 week ago

Thane, India Global Travel Xperts Full time

Responsibilities:

- Maintain and develop internal support and call center quality standards;
- Assess support interactions based on internal standards;
- Accompany evaluations with meaningful and constructive feedback;
- Discuss and explain feedback with agents in regular meetings;
- Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs;
- Create strategies to improve support KPIs;
- Help agents improve their performance with specific instructions and constant support;
- Map the need for training and onboarding programs and initiate these projects;
- Monitor customer service performance on the agent and team level;
- Create reports that reflect support performance;
- Report support team’s performance to higher-ups;
- Participate in calibration sessions to maintain consistency in internal evaluations;
- Contribute to the team culture in a positive manner.

**Requirements**:

- Experience in the customer service space;
- Proven track record of analytical skills;
- Hands-on experience in quality assurance;
- Great people skills and ability to communicate (negative) feedback;
- Good organizational skills, knowledgeable in goal-setting practices;
- Examples of data visualization abilities and understanding of support metrics;
- Perception of basic business metrics and how support impacts those;
- Problem-solving capabilities to create meaningful strategies to improve support quality.

**Salary**: ₹15,000.00 - ₹25,000.00 per month

Schedule:

- Rotational shift

Supplemental pay types:

- Overtime pay
- Shift allowance

Ability to commute/relocate:

- Thane, Thane - 400604, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)

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