Role
As a Quality Coach you will be responsible to maintain and improve quality of the services provided. We are in the business of finding people happiness and consequently somebody who is jovial, mature, result -oriented and cares deeply for our customers will be able to succeed in this role.
Responsibilities
For Quality Coach the candidate will need to:
1. Mentor and develop the team
2. Evaluate calls by way of Live Bargin, Mock calls, Recorded calls, chats and e-mails.
3. Maintain up to date records and information on all Processes and Reports
4. Inspect work, documents and records.
5. Share daily feedback and briefing to team members
6. Ability to analyze fatal and critical issues
7. Define parameters for evaluation of all processes
8. Guides and nurtures Team members
9. Instill a metric culture in the team/organization
10. Analyze performance of Agents on the basis of Customer Service metrics and Quality. Is able to provide examples of excellence to be leveraged by our training structure.
11. Prepare Quality Reports and identify training needs
12. Can define and drive processes for continuous improvement.
Requirements
1. Min Qualification HSC
2. Minimum 2 years experience in Quality
3. Fluency with general desktop productivity software
4. Familiarity with web technology and comfortable with the Internet.
5. Very strong verbal communication skills and writing skills.
6. Clear diction and clarity in speech
People Interactive (I) Pvt Ltd.