To manage transaction quality profile for an email process for our domestic insurance client
To conduct audits as per defined guideline and sampling for transaction monitoring
To ensure 100% closure of feedbacks
To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls
To drive process improvement initiatives
To drive calibration sessions with internal or external customers
To conduct training for group of agents, when needed
To conduct quality induction for new hire batch
Technical skills:
Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook)
Should have excellent communication skills (written and spoken)
Preferred to have six sigma knowledge and understanding of basic QC tools
Must have good analytical skills
Management skills:
Good Team handling skills
People Management
Good communication skills
Employement Category:
Employement Type: Full time Industry: BPO / Call Center Role Category: Customer Service (Domestic) Functional Area: Not Applicable Role/Responsibilies: Assistant Manager - Quality - Bhayander Mumbai