Quality Analyst – Gratitude India

Website Gratitude India

Role & Responsibilities: • Responsible for monitoring contacts • Responsible for preparing and providing feedback to agents • Data analysis and making designated reports/decks • Participating in internal & external calibrations • Communication to heighten awareness and focusing on importance of positive customer experience • Making recommendations and driving improvement • Ensuring that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps Generic & Behavioral Skills • Knowledge of Contact Centre methodologies and operational principles • Advanced knowledge of MS products, particularly Excel • Excellent communication skills • Analytical – Able to analyze data and draw insights • High level of accuracy and attention to detail • Innovative and able to influence others • Excellent process knowledge • Interpersonal and communication skill • Preferably from a voice process • People oriented mindset

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