Job
Description
Roles and Responsibilities
- Call Transaction Audits. Both Live & Go-live
- Coaching & Feedback to the associates as a follow-up to Audits
- Analysis of Team Scores and individual scores (Trend & Pattern analysis). Followed by Action plans for improving performance.
- Report Generation (Weekly/Monthly)
- Conduct Trainings / Huddles for Quality Improvement
- Conduct one-on-one meeting with associate in the presence of Team Leader periodically to share performance measures and identify improvement opportunities.
- Provide feedback to Team Leader on the teams performance on associates reporting to him / her on a regular basis.
- Participate in Call Calibration
Desired Candidate Profile
Candidate should be fluent in english, hindi and Telugu.
Should be willing to work in shifts.
Perks and Benefits