Job Details

Job description

1)Responsible for managing the quality of all inbound calls. Performing Quality Audits (QA) as per the QA forms for various processes. One to one feedback, coaching, trainings for the executives, based on the QA performed. Publishing of MIS regularly. Handling escalations with ease and to customer’s satisfaction.
2)Time-bound inbound call handling for the team – Resolving customers’ concerns in a time-bound and prompt manner.
3)Ensuring the desired service level agreement is met for calls handling at team level
4)Initiatives – Taking up key initiatives that benefit the team and department as a whole for e.g.   Help with developing the knowledgebase, scripts and processes (SOPs) for all transactions. 
5)Process Documentation & Streamlining  (updated SOPs & process notes for all processes) 

6) NO SALES TARGETS

Disability Types

• Locomotor Disability