Senior Executive - Capability Development

Key Performance Indicators

•  Monitor agents to identify errors, deviations & initiate corrective measures.
•  Provide actionable data to various internal support groups as needed.
•  Generate account specific QA reports based upon predefined contractual criteria and provide inputs to

operations.

•  Create & maintain timely & accurate QA database.      
•  Conduct feedback sessions with Agents.
•  Participate in design of call monitoring formats and quality standards. 
• Compile and track performance at team and individual level. 
•  Participate in customer and client listening programs to identify customer needs and expectations.
•  Coordinate and facilitate call calibration sessions for call center staff.
• Provide feedback to call center team leaders and managers.
•  Prepare and analyze internal and external quality reports for management staff review

Experience

Required: Under Graduate/Graduate with 1-2 years of experience in relevant role

Preferred: Prior experience in a BPO industry

Know-How

Critical: Good written and verbal communication skills & team management skills.

Familiarity with the DMAIC Approach

Overview of Internal Audit procedure

 Familiarity with COPC compliance requirements

 Good knowledge of spreadsheets and graphs, ability to create and present Power Point presentations

 Follow and ensure compliance to the Information Security Policy Statement, the Acceptable Use Policy

and the Information Classification Policy 

Abide and check conformance by team members to the Do’s and Don’ts explained during the security

briefings / announcements.