Job Description

Job Type: Full Time Job Location: Gurugram

General Description

Evaluate & audit conversations/transactions on behalf of assigned client process (s) as per pre-defined guidelines ensuring zero/minimal quality variance while maintaining productivity parameters.

Key Responsibilities & Accountabilities

Job Description (Mandatory)

  • Consistently ensure that quality variance is well below the threshold, and internal quality scores are exemplary.
  • Write accurate feedback, if applicable, to enthuse performance development at an agent level, and per client instructions.
  • Regularly participate in client / internal calibration calls to ensure consistency of scoring & knowledge.
  • Meet and exceed daily volume and productivity targets.
  • Successfully clear the client-specific training and ensure all subsequent updates are well understood & implemented.
  • Participate in various internal/external training programs to continuously hone the required skills and knowledge base.
  • Abide by all HR policies and processes, including but not limited to code of conduct, attendance, and floor discipline.
  • Report to respective TL as per set guidelines Participate in internal & client calibrations calls to ensure consistent quality.

    • Education Requirement (Mandatory)

  • Any graduate and above.

    • Mandatory Profile Requirements (Competencies & Skills)

  • to 3 years of International BPO experience as a CSR.
  • Good communication skills, both written & oral.
  • Active listening & critical thinking skills.
  • Based in Delhi/NCR.
  • Flexible working in a 24/7 environment.

    • Desired Profile Requirements (Good to have)

  • Passion towards Quality and Performance Development.
  • Great team player & open to learning.

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