Responsibilities:

Quality Monitoring & Evaluation:

 Regularly assess customer support interactions (calls, emails, chats, etc.) to ensure adherence to company guidelines, best practices, and customer service standards. 

 Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience. 

 Provide constructive feedback to agents to help improve their performance and skill set.

  Ensure compliance with all company policies, procedures, and service level agreements (SLAs) for customer interactions. 

 Regularly audit customer support procedures and documentation to ensure consistency and quality.

Reporting & Analysis:

 Prepare and maintain detailed reports on quality scores, identifying trends, performance gaps, and areas for improvement. 

 Analyze customer feedback, service performance data, and KPIs to identify opportunities for process improvement.

  Track and report on individual and team performance metrics, including response time, resolution time, and customer satisfaction.

Training & Development:

 Support new hire onboarding by providing training and conducting calibration sessions. 

 Assist in the development and delivery of ongoing training programs to enhance agent performance and service quality.

Process Improvement:

 Work with a team to implement improvements in customer support processes based on feedback and performance data.

  Suggest and develop process or system enhancements to improve efficiency and customer experience.

Customer Satisfaction Monitoring:

 Regularly review customer feedback surveys and NPS (Net Promoter Score) reports to gauge overall customer satisfaction. 

 Work with team leads to address any negative feedback and recommend corrective actions by connecting with customers.

Requirements:

 Minimum of 1-2 years of experience in a quality assurance, customer support, trainer or similar role, preferably in a blended environment (handling both voice and non-voice interactions). 

 Experience in a non-technical customer service environment is a plus.

  Strong attention to detail and the ability to evaluate and assess interactions critically. 

 Excellent verbal and written communication skills with a focus on providing clear, actionable feedback.

  Strong analytical and problem-solving abilities.

  Ability to manage multiple tasks and prioritize effectively.

Apply now- sakshi.rathore@white-force.in

9329931737