Job Description

### Job Information


Job Type


Full time
Work Experience


0-2 years
Industry


E-Commerce Furniture
Date Opened


12/12/2024
State/Province


Rajasthan
City


Udaipur
Zip/Postal Code


313001
Country


India

###


Key Responsibilities
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• Conduct regular audits of customer interactions (calls, emails, chats) to ensure compliance with company standards.
• Monitor key performance indicators (KPIs) and quality metrics, such as customer satisfaction (CSAT) and first-call resolution (FCR).
• Evaluate agent performance and provide detailed feedback to support team members.
• Identify trends in service issues and recommend corrective measures.
• Collaborate with the training team to create and improve training programs.
• Conduct coaching sessions to address identified gaps in skills or knowledge.
• Prepare and present regular quality reports to leadership.
• Track improvement areas and effectiveness of implemented changes.
• Suggest enhancements to processes and workflows to improve customer experience.
• Stay updated on industry best practices in quality assurance and customer support.

### Requirements

Key Skills and Competencies
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• Strong analytical skills with the ability to identify patterns and draw insights.
• Excellent communication and interpersonal skills for effective feedback delivery.
• Attention to detail and a customer-centric mindset.
• Proficiency in using quality monitoring tools and CRM software.
• Strong organizational skills and the ability to handle multiple priorities.