Customer Service Domestic Voice Supervisor-BPS
7 days ago
Job description Manages a team of 15 to 20 QA Analysts
•To manage transaction quality profile for a customer service process for our domestic client
•Participates in design of call monitoring formats and quality standards
•Defines Quality Framework, CTQs and implementation of Quality Control Plan
•To conduct audits as per defined guideline and sampling for transaction monitoring
•To ensure 100% closure of feedback
•To create and publish regular audit reports with management and clients (daily, weekly, monthly)
•To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls
•To drive process improvement initiatives
•To drive calibration sessions with internal or external customers
•To conduct training for group of agents, when needed
•To conduct quality induction for new hire batch
•Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis
•Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
•Maintain overview of daily records, MOMs and Action items
•Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns
•Able to use automated information systems and analyze
•Provide corrective / improvement solutions to the QA's on periodic basis to help them improve their accuracy scores
•Working in close tandem with Ops Asst. Mgrs. on the process for an excellent team and process performance.
•Prepare performance evaluations and documenting contact-handling procedures.
•Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.
•One-on-one feedback to the QA's basis their performance
•Provide domain knowledge & track external & internal escalations
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India Hexaware Technologies Full timeJob description Manages a team of 15 to 20 QA Analysts oTo manage transaction quality profile for a customer service process for our domestic client oParticipates in design of call monitoring formats and quality standards oDefines Quality Framework CTQs and implementation of Quality Control Plan oTo conduct audits as per defined guideline and sampling for...
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