The Position Holder is expected to audit and analyze calls to identify the compliance and improvement areas. S/He should be able to identify trends, deliver feedback and prepare reports weekly and monthly. The position holder is expected to run calibration with vendor and chalk out action plan accordingly.
Auditing and Analyzing sample data (calls/ cases), and report findings to the supervisor.
Conduct multiple calibration with the vendor to ensure accurate audits.
Review to Reviewer on a weekly basis to check for any discrepancies.
Conduct Training Sessions on Soft Skills and Process Issues.
Vendor visit for training and feedback delivery from time to time.
Preparing reports and share audit findings with the stakeholders.
Previous experience of audits and analysis is mandate
Knowledge of excel will be a positive addition.
Exceptional written, verbal communication skills.
Excellent presentation skills
Strong listening, questioning and networking skills.
Report Management Skills
Attitude & Behavior:
Ability to work with big/emerging and established brands
Goal oriented relentless hunter
Ability to wear multiple hats- sales/service/retention
Minimum 1 year experience in Transactional Quality, and overall 2 years in service industry.
Graduate/MBA from preferably business related discipline.
Salary: INR 2,00,000 - 4,00,000 P.A.
Industry:Internet / Ecommerce
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Role:Associate/Senior Associate -(NonTechnical)
Employment Type:Permanent Job, Full Time
Desired Candidate Profile
PG:Post Graduation Not Required
Doctorate:Doctorate Not Required
Recruiter Name:Kritika Chauhan
Contact Company:IndiaMART InterMESH Ltd
Address :7th & 8th Floors, Advant-Navis Business Park, Plot No 7, Sector â€“ 142