Job Requirement:

1. Ability to coach and guide associate to achieve required goal

2. Excellent communication and Interpersonal skill

3. Ability to work under pressure

4. Certified Mentors preferred

5. Good analytical skills along with root cause analysis

6.Should be well versed with Front line terminology like C-sat,AHT etc.

Job Description :

1. Responsible for monitoring calls/chats/email and offering feedback to all

associates currently in Production and Training

2. Responsible for coordinating Internal and Cross- Site Calibrations

3. Facilitate Quality sessions for all New Hire Training

4. Responsible for conducting Clean Sweeps for RCSA Audit and mail out

shift end report

5. Work closely with supervisor and peers and organize Quality Campaigns

6. Support and manage Outlier management plans

7. Responsible for preparing Daily, Weekly and Monthly MIS reports for on

going/ forthcoming audits

9. Participates in customer and client listening programs to identify

customer needs and expectations

10. Provides feedback to call center team leaders and managers

11. Prepares and analyzes internal and external quality reports for

management staff review.

12. Perform other adhoc duties as assigned

13. Will design and supervise Training plan for new agents and for process

changes

14. Will ensure that throughput from new hires is above 90%

15. Will ensure the time lines for new hires go live is not breaches hence

meeting the daily head count

16. Will groom DRs to set them for the next level and emerging

technologies

17. Proficiency in spoken as well as written English