Job Description

. To monitor activity for Inbound, Outbound, Backend & Email processes and ensure call centre representatives follow the organization\'s protocols. Core Responsibilities: o Customer request/query/complaint management o Ensure rightful resolution of customer query and/or request within TAT/SLA o Drive process improvements to reduce complaints and increase customer delight o Coordinate and liaison across departments for resolution of complaints o Partner with Leadership team to enhance Customer Experiences by implementing successful call center programs o Identify, Recommend and Support the implementation of various programs for the improvement of call center Quality o Identify potential quality issues and initiate investigations in coordination with the leadership team o Meet vendor call centre team weekly to review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues o Handling Customer Queries & meeting Deadlines on daily basis records related to customer, also prepare plan for Audit also. o Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience o Efficiently gather complete information to access and fulfill customer need. o Build and facilitate business retention process o Help resolve all audit queries and support business activities(With respect to Customer Communication) Qualification: Graduate, Masters/Post Graduate - Optional

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