Team - Coach Quality - Customer Care (3-5 yrs) - Mumbai, India - iimjobs

    iimjobs
    iimjobs Mumbai, India

    3 weeks ago

    Iimjobs background
    Full time
    Description

    Designation:
    Team Coach Quality


    Main Responsibilities:

    • Maintain and develop internal support and call center quality assurance standards;
    • Review a subset of support agents' conversations (calls, emails, chat, etc) on Kapture/Ameyo;
    • Assess support interactions based on established quality standards;
    • Accompany evaluations with meaningful and constructive feedback;
    • Discuss and explain feedback with agents in regular meetings;
    • Analyze all customer service metrics (e. g. CSAT, FRS, Quality) and how the support team/call center performance affects those KPIs;
    • Create strategies to improve support KPIs;
    • Help the team improve agent performance with specific instructions and constant support;
    • Map the need for training and onboarding programs and initiate these projects;
    • Monitor customer service performance on the agent and team level;
    • Create reports that reflect support performance;
    • Report support team's performance to higherups;
    • Participate in calibration sessions to maintain consistency in internal evaluations;
    • Contribute to the team culture in a positive manner.

    Requirements:

    • Minimum 3 years experience in the customer service role; minimum 2 years as Quality team coach/ lead
    • Proven track record of analytical skills;
    • Handson experience in quality assurance;
    • Great people skills and ability to communicate (negative) feedback;
    • Good organizational skills, knowledge of goalsetting practices;
    • Examples of data visualization abilities and understanding of support metrics;
    • Perception of basic business metrics and how support impacts those;
    • Problemsolving capabilities to create meaningful strategies to improve support quality.

    What We're Looking For:

    • People with an endless curiosity and hunger to learn
    • Operators obsessed with customer experience