Call Monitoring

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Responsibilities:

Maintain and develop internal support and call center quality standards;

Review a subset of support agents’ conversations (calls, emails, chat, etc) on Klaus;

Assess support interactions based on internal standards;

Accompany evaluations with meaningful and constructive feedback;

Discuss and explain feedback with agents in regular meetings;

Analyze all customer service metrics (. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs;

Create strategies to improve support KPIs;

Help agents improve their performance with specific instructions and constant support;

Map the need for training and onboarding programs and initiate these projects;

Monitor customer service performance on the agent and team level;

Create reports that reflect support performance;

Report support team’s performance to higher-ups;

Participate in calibration sessions to maintain consistency in internal evaluations;

Contribute to the team culture in a positive manner.

Requirements:

Experience in the customer service space;

Proven track record of analytical skills;

Hands-on experience in quality assurance;

Great people skills and ability to communicate (negative) feedback;

Good organizational skills, knowledgeable in goal-setting practices;

Examples of data visualization abilities and understanding of support metrics;

Perception of basic business metrics and how support impacts those;

Problem-solving capabilities to create meaningful strategies to improve support quality.

• Experience

  1 - 3 Years

• No. of Openings

  4

• Education

  B.Com

• Role

  Call Center Quality

• Industry Type

  Manufacturing / Production / Quality

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office