Hiring For SME/QA-Customer support

3 days ago

Delhi Hyderabad NCR, India Manning Consulting Full time US$ 60,000 - US$ 1,20,000 per year

Level-SME/QA

Min experience-4 Years

US Shifts

Work from office

Location-Hyderabad & Gurugram

Language-Marathi & English(Mandate)

Key Skills

  • Experience in contact Centre environment of min 3 Yrs with good credentials
  • Should have the experience in handling Phone volume
  • Ability to coach & provide feedback
  • Good Written & Communication Skills
  • Have great nudge for Customer Service Management.
  • Aware of Service Levels in program

Job Responsibilities:(QA)

  • Should be Excellent at verbal and written communication
  • Should have QA on papers
  • Analytical and Solution based approach to real-time issues. (RCA,  data analysis,  problem solving and Issue resolution, etc.)
  • Multi Task and Perform day to day operational deliverables with efficiency
  • Ability to perform under stretch and pressure situations.
  • Team Player / willing to switch to Trainer/SME role basis business requirement
  • Basic knowledge of Basic Quality Tools, DMAIC methodology, Spreadsheet/Trix, Google Presentation and docs.

Job Responsibilities (SME):

  • Floor support for frontline agents
  • Handling escalation and supervisor calls
  • BQ agent performance improvement
  • Knowledge refresher, DSAT analysis, coaching and feedback
  • Drive innovation & product/ Process enhancement
  • Managing teams performance and key client metric deliverables

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