Quality Assurance

6 days ago

Noida Uttar Pradesh, India Country Holidays Inn & Suites Pvt Ltd Full time

Customer Service/Satisfaction Responsibilities
- Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.
- Contribute to call calibration sessions to evaluate agent performance.
- Identify lapses in agents’ performance and provide constructive feedback for improvement.
- Engage in customer listening to identify customer pain points and expectations.
- Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.
- Serve as an intermediary for escalations from agents and customers.
- Ensures communication is effectively delivered and appropriately addresses all customer concerns.
- Schedule regular training sessions (e.g. monthly or quarterly)
- Ensure new hires take on basic sales training courses, including communication and troubleshooting skills
- Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)

Operational/Business Process Responsibilities
- Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support.
- Identify process improvement opportunities to update SOPs.
- Implement and ensure compliance with the company’s policies on customer service quality.
- Report support teams’ performance to supervisors and maintain monthly performance logs.
- Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies.
- Provide recommendations to HR on the employment of call center agents.
- Support recruiting and onboarding processes as appropriate.

**Alternatively, you can also call at
9355155481 for any query or to know more about the role and responsibilities.**

Pay: ₹20,000.00 - ₹25,000.00 per month

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 2 years (required)

Work Location: On the road

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