Quality Assurance

Kelly Services India Pvt. Ltd.
  • Mumbai
  • 3-3 lakh
  • 1-5 years
  • Views
  • 03 Aug 2018

  • Finance/ Accounts

  • Banking - Retail
Job Description

Good Communication skills AVAILABLE TO JOIN IMMEDIATELY Willing to work on KELLY SERVICES PAYROLL 6 days working (NO NIGHT SHIFTS) GRADUATION mandatory. Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CallCenter. Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, CallCenter leadership, CallCenter operations, analysts and the Service Quality teams. Performs mock calls with new hires post-training to determine readiness for moving into support. Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CallCenter teams and sites. Uses CallCenter tools to gather data and analyze trends or patterns affecting quality. Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience. Desired Candidate Profile: Good Communication skills AVAILABLE TO JOIN IMMEDIATELY Willing to work on KELLY SERVICES PAYROLL 6 days working (NO NIGHT SHIFTS) GRADUATION mandatory. Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CallCenter. Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, CallCenter leadership, CallCenter operations, analysts and the Service Quality teams. Performs mock calls with new hires post-training to determine readiness for moving into support. Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CallCenter teams and sites. Uses CallCenter tools to gather data and analyze trends or patterns affecting quality. Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.


Job Posted By

Sairam
HR recruiter

About Organisation

Kelly Services India Pvt. Ltd.