Posted May 09, 2022 16 views
- 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
Job Details
Abacus Consulting
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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