
Sales Quality Analyst males only
5 days ago
Responsibilities
- To monitor and evaluate the performance of the CCEs and suggest their improvement areas
- To provide feedbacks to the CCEs based on the internal / external audits to improve the CCEs performance on the call and to identify training needs.
- To take part in calibrations with the client, OPS, Training and help to resolve the disputes.
- To ensure the process is meeting Client KPIs such as CSAT and Quality scores
- To conduct Quality sessions to share areas of improvements based on the feedback of audits.
- Mock call and OJT certification of New Hire Batches
- Ensure higher Client satisfaction scores
- Identification of root causes and preparing Corrective actions
- To give inputs to the CCEs on their improvement areas
Key Deliverables
- Call audits as per plan, achieving quality levels as per KPI standards
Education
- Any Graduate
Professional Experience
- More than 1 year of work experience in relevant field
Job location - Navi Mumbai Turbhe
email at
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