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Location

Bangalore | India

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Job description

Key Accountabilities & Duties:

• We are preferably looking candidates from BPO Sector(Health - Care Sector), Voice Process(Domestic, Inbound & Outbound), CRM Software knowledge, Calls Auditing, Calls Analysis.
• Languages: Kannada, English, Hindi, Tamil, Telugu (Multiple Languages is Mandatory).
• Excellent listening, verbal, written, and interpersonal communication skills
• Keen attention to detail
• Good judgment and decision-making capabilities
• An effective time manager who can perform in a fast-paced, deadline-oriented environment
• Must be proficient with Microsoft Office (intermediate Word, basic Excel). Knowledge, Skills & Attributes:
• Knowledge of Microsoft Office Suite Products
• Ability to organize, prioritize, adapt to change and work in a fast-paced environment
• The QA Analyst will monitor inbound and outbound calls and emails responses to assess communication technical accuracy, Member service performance.
• Performs call monitoring and provides trend data, quality reports, and feedback to Director, Member Connect.
• Reviews email responses to Members and provides trend data, quality reports, and feedback to Director, Member Connect.
• Participates in design of call / email monitoring formats and quality standards.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Participates in Member listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Perform other duties as assigned.
• Quality analysts ensure that agents provide quality service in line with organizational objectives.
• Optimized quality assurance will increase agents' efficiency through behavior modification, enhance the quality of service to customers and improve close rates.
• Excellent problem-solving and issue resolution.
• Solid analytical skills and technical comprehension.
• Outstanding written and verbal communication.
• Exceptional interpersonal skills and customer care.
• Keen attention to detail and thoroughness.
• Quality analysts ensure that products and services meet established quality standards.
• They monitor and evaluate processes, products, and services as part of their job in many industries, including manufacturing, healthcare, and technology. Occupational Experience & Education Requirements:
• 2-3 years Call Center Experience.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed. althcare, and technology.

Knowledge, Skills & Attributes:

Excellent listening, verbal, written, and interpersonal communication skills
Keen attention to detail
Good judgment and decision-making capabilities
An effective time manager who can perform in a fast-paced, deadline-oriented environment
Knowledge of Microsoft Office Suite Products
Ability to organize, prioritize, adapt to change and work in a fast-paced environment

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Job tags

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Salary