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

· Dip check

· 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.

· Advanced 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: ₹20,000.00 – ₹50,000.00 per month

Schedule:

• Morning shift

Education:

• Bachelor’s (Preferred)

Experience:

• total work: 1 year (Preferred)

Work Remotely:

• No

Speak with the employer
+91 8976985223