Call Quality Analyst & Monitoring, Sr. Manager @ Pacific Infotech

Job Description

Job Details
Performs Call quality reviews; monitors inbound and outbound calls to analyze and evaluate customer service skills against established call quality metrics, to call process measurements, accuracy of information provided, tone of employee, effective call management, and demonstrated professionalism.
Continuously seeks avenues for developing the customer service employees expertise to support company goals and objectives.
Demonstrates, advocates, and reinforces a positive team environment, professionalism, and the need to present a positive image of the company when interacting with customers
Monitoring and evaluating the quality of calls as measured against verbal communication etiquettes, timeliness, behavior, accuracy and productivity standards for our IT support client in UK
Documenting quality issues, performance measures and quality improvements for management review
Providing information to assist in giving feedback to employees and in the training of employees
Basic Qualifications
Graduate Degree
Two to three years of relevant experience, preferably in quality analysis and measurement activities
Preferred Skills / Experience
Sound knowledge of IT support process, especially desktop support for international clients
Experience of international exposure in similar role is an added advantage
Excellent written and spoken English is must
Can able to understand British accent and talk to British people (vendors)
Should have soft skills
Effective verbal and written communications skills
Recent and related phone quality monitoring experience preferred,
Experience in providing constructive feedback and serving as a training resource, mentor and coach.
Ability to summarize findings and provide actionable feedback
3+ years of experience in a call quality specialist role
Salary, Job Location & Timings
Salary: 5 Lac
Job Location Moradabad, Uttar Pradesh
Shift: Daytime, 12:30-9:30, weekends off.

Employement Category:

Employement Type: Full time
Industry: ITES
Functional Area: Customer Service
Role Category: Other Customer Service
Role/Responsibilies: Call Quality Analyst & Monitoring, Sr. Manager

Contact Details:

Company: Pacific Infotech
Location(s): Moradabad

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Keyskills:   Call quality specialis Call Quality Monitoring