Full Job Description
Job roles and responsibilities:
· Call Monitoring/Email/chats of the counsellors
· Conduct regular Feedback and coaching with the counsellors
· Conduct Call Calibration sessions with the counsellors
· Generating daily, weekly & monthly Quality Reports.
· Conducting training sessions with the observations based on Quality audits
· Conducting Briefing and Debriefing sessions with the team.
· Creating documents and SOPS with regards to process
· Managing Escalations
· Solving Escalations
· Dipcheck
· Process Improvement Suggestions/Implementation
· Analyse the process gaps and Implement new ways to improve revenue
· Enhancement of Customer Service Skills
· TNI and TNA
Key Skills:
· A creative mindset – and the ability to approach a problem creatively.
· Good communications skills, both written and verbal.
· Avdanced Excel skills
· A meticulous approach to work.
· Ability to use logic and reasoning to identify the strengths and weaknesses of counsellors
Job Types: Full-time, Regular / Permanent
Salary: ₹300,000.00 – ₹600,000.00 per year
Benefits:
Schedule:
Education:
Experience:
Work Remotely:
Speak with the employer
+91 7208856780
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