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Job Description
- Monitor inbound & Outbound calls and evaluate agents performance concerning the quality of service offered through all channels.
- Provide clear insight into performance drivers and the levers which impact performance.
- Perform mystery calls to ensure accurate and consistent information delivery to the customers.
- Manage auditing reports for Customer Care activities & transactions.
- Give recommendations for process improvements based on the customer experience and feedback.
Job Requirements
- Bachelor Degree
- Minimum 3 years of experience in the same field.