• Monitor customer service performance at the agent and project level
  • Continuously come up with plans to improve Quality across project
  • Identify training needs and organize training to meet quality standards
  • Help agents improve their performance with specific instructions and constant support
  • Design Training Programs that relate & contribute towards strategic goals
  • Ensure day to day Quality operations are managed effectively & efficiently
  • Conduct audits as per defined guidelines and sampling for transaction monitoring
  • Create and publish regular reports with management and clients (daily, weekly, monthly)
  • Identify gaps and conduct feedback and refresher sessions with agents to improve quality of calls
  • Drive calibration sessions with internal or external with client
  • To conduct quality induction for new hire batch
  • Provide employees with training and coaching to help them improve their calls handling skills
  • Track the performance of employees to identify trends and make sure they meet performance goals
  • Review current standards and policies, drive process improvement initiatives
  • Keep records of quality reports, statistical reviews, and relevant documentation
  • Analyze the data gathered, plan accordingly to improve quality & Customer experience

نوکری کی تفصیلات

شعبہِ افعال:
کل عہدے:
1 اشاعت
نوکری کی شفٹ:
پہلا پہر
نوکری کی قسم:
محکمہ:
Call Centre Operations
نوکری کا مقام:
جنس:
کوئی ترجیح نہیں
کم از کم تعلیم:
بیچلرز
کیریئر کی سطح:
تجربہ کار پیشہ ور
کم از کم تجربہ:
2 سال
اس سے پہلے درخواست دیجیۓ:
جون ۱۰, ۲۰۲۲
تاریخِ اِشاعت:
مئی ۰۹, ۲۰۲۲

Abacus Consulting

انفارمیشن ٹیکنالوجی · 1001-1500 ملازمین - لاہور

For over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is industry focused and technology driven with a world class delivery capability. We help clients transform their businesses and be the market leaders. We offer a wide range of products and services, including strategy consulting, privatization and public-private partnerships, mergers, acquisitions and divestitures, business advisory services, sector search and research, environmental advisory services, SAP implementation and education, enterprise performance management, supply chain & operations management, application development and management, mobile applications, business process outsourcing, organization design and development, HR surveys, change management and HR functional solutions./p

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