Responsibilities: Call Monitoring II Call Auditing II QA
• Auditing the required number of calls and giving accurate feedback
• Provide data inputs to internal stakeholders
• Collaborate with internal teams to identify gaps and areas for improvement opportunities
• Prepare and analyze internal and external quality reports for management staff review
Team Leader
• To manage a Team of 25 Customer Care Executives
• To monitor the Queue and ensure Service Level is maintained
• Up to date knowledge on the assign project/product
• Oversee day-to-day teams’ operation and performance
• Do regular performance evaluation
• Monitor team performance and report on metrics
• Listen to team member’s feedback and resolve any issues or conflicts
• Arrange daily huddle meeting to delegate tasks and project deadlines
• Manage daily attendance/shrinkage
• Motivate team members
Skills Required:
• Excellent command on English and Hindi language both verbal and written
• Decision Making
• Able to work under pressure
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