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    Executives EXL/E/1008477 - pune, India - exl

    exl
    exl pune, India

    4 hours ago

    EXL background
    Description
    Job Description

    Skills SetsTESTED / TRAINED THROUGH Qualifying Score Technical SkillsMinAbility to use the Desktop Computer system Technical Test> =7/10Basic IT & familiarity of Operating Systems (Windows 95/98//NT) Basic Knowledge of using Internet, Web Browser, Search Engine etcKeyboarding Skills Typing Test> =25Process SpecificMinProcess Knowledge -Will be provided based on the Desktop procedures provided for training by the client.

    Please review JD for details on process

    Process Training and Assessments80% Process KnowledgeSystems Training - Training will be provided on clients proprietary mainframes and systems Quality and Compliance Training - Overview on client quality, compliance laws and regulations will be provided .

    Executives will be trained on Fatal Errors, Escalation procedures and Exl's company quality policy, call quality formClient Specific MinBritish Gas requires all agents to have excellent spoken English and should be able to communicate correctly and clearly.

    They are particular about agents ability to converse in correct English, rate of speech, grammar and claritySoft SkillsMinExcellent Spoken English
    Ability to communicate correctly and clearly
    (grammatically and contextually correct) -FAILING IN GRAMMAR OR ACCENT - DO NOT HIRECETHiring Accent75%Voice Modulation80%Grammar85.00%Listening Skills85%Rate of speech75%Customer Service Focus - Ability to clearly understand the customer and empathize with him/her, ability to ask probing questions and record details, ulimately scoring high on customer experienceCustomer Service Skills85%Telephone Etiquette75%Good analytical skills.

    Reasoning Test85%Desired SkillsQuestioning, Reasoning and AnalyticalPsychometric TestMonthly Evaluations done by the Mgr and/or the AM and the susequent rating givenAdaptable and FlexibleSelf Discipline, Listening & PatienceCommitment and Drive for results.

    Assertiveness
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