Senior Executive Service Quality - 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.