Call Centre Executive

• Audit calls/chat/back office team of the call center recorded or live in order to assess compliance with protocols and quality parameters.
  
• Developing and implementing quality control audit plans.
  
• Monitoring and evaluating the team based on the key performance indicators (KPIs)
  
• Providing coaching advice and guidance based on audit findings and delivering performance feedback to associates as outlined in the business units policies and procedures.
  
• Preparing reports and maintaining ongoing record keeping of results of assigned audits utilizing established guidelines
  
• Maintain process SLAs
  
• Assisting in the implementation of standard procedural guidelines for new business. Accomplishment of other process works as per the business requirement.
  
  

Requirements

• Prior experience of a minimum of 1 year in the quality process continuous quality improvement and quality standards and Knowledge of different industries sectors and roles will be an added advantage
  
• Added advantage to know NPS
  

• Diploma (essential)
  
• Graduate (preferred)
  

• Hospitality/Six Sigma/Customer Experience
  

• Excellent verbal and written communication skills
  
• Ability to give constructive and direct feedback to agents concerning communication and soft skills
  
• Strong team player
  
• Problem solver
  
• Strong customer focus
  
• Computer proficiency
  
• Proficient in MS Office