Executive - Quality Assurance/Customer Service - BPO

Job Responsibilities:

- Identify root causes of quality issues discovered through the evaluation process and present recommendations for improvement

- Help to coach and develop specialist agents through feedback

- Monitor day-to-day activities to ensure alignment with business policies and procedures

- Provide written and verbal discussions of their findings and remediation steps

- Knowledge of various coaching techniques that drive customer satisfaction

- Conduct coaching and calibration sessions

Basic Qualifications:

- Passion for coaching and developing others

- Results and delivery oriented, as indicated by progressively larger management responsibilities

- Excellent interpersonal, organizational, verbal, and written communication skills

- Proficient in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)

Preferred Qualifications:

- Bachelor's/Master's degree in any field

- Take feedback sessions and refresher trainings for the associates

MUST Have

- Excellent Language fluency - English, Hindi, Kannada & Telugu

- At least 2-3 years of experience in the quality and training space

- Ability to setup a new function from scratch