Purpose:
The objective is to provide a quality evaluation feedback to the operations teams and to maintain the quality of service being delivered on their assigned programs. To hold individual coaching sessions as well as team training sessions, in order to improve the standard of customer service being delivered. This potential candidate should have strong communication skills and have a proven ability to deliver product information and trainings effectively and efficiently. They need to be able to learn the details of the program assigned to them and be an authority on all kinds of processes and information relevant to their projects.
Principal Accountabilities/ Responsibilities (8-10 major deliverables) Monitor and evaluate all forms of customer transactions. Hold individual coaching sessions with all their assigned CROs. Create and conduct the monthly quiz on their programs. Deliver effective Product specific trainings. To achieve all of the tasks assigned within the target due date Hard working and Dependable. Positive Attitude, goal oriented and team player. Very good Communication Skills Ensure compliance with all company / client policies, procedures and practices. Key Performance Indicators (Performance measures/results expected in terms of quantity, quality, timeliness, cost-effectiveness, behaviors etc.) Should be able to conduct effective evaluations as per defined KPIs. Should be able to create and conduct Monthly Quizzes. Should be able to deliver effective Product Specific Trainings Should be able to conduct coaching and calibration sessions with the agents assigned to them. Should be able to meet/achieve all targets.
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