Head - Customer Service Quality - Telecom

Salary offered: 9 - 14 LPA

- Ensuring Service / Quality standards are met across all touch points of the customer by auditing the agent interactions (Calls / Written Communication / Store Interactions / Outbound sales and Service calls / Dealer Call unit calls / Feet on Street etc).

- Analyzing and monitoring the effectiveness of the agents in handling the customer and monitoring the feedback mechanism in enhancing the skills of the agent - Calibrating the Service Partner quality team to ensure a common understanding and implementation of the perspective of Quality.

OPERATIONAL:

- Conducting audits of the agents - live calls / recorded calls / grooming checks / Infrastructure audits / Written communication etc based on set targets agent wise (average of 8 audits per agent per month / for Stores 2 interactions per agent per month)

- Ensure that the set target of audits / dipsticks etc are done on the agent interactions and reports are sent on time - 15% on vendor audits.

- Ensure audit reports get floated within 24hrs of evaluation

- Conduct Certification / Quality session for the induction batch - Feedback on Fatal Calls to be given within 24 hours of the call audited

- Joint calibrations with Service partner(QA,TL,Trainers) and attending SP QA feedbacks - one per week for vendor / once per month for TLS/ Trainers etc.

- Conducting Quality meets / refreshers /attending briefings - debriefings