General Description

Evaluate & audit conversations/transactions on behalf of assigned client process (s) as per pre-defined guidelines ensuring zero/minimal quality variance while maintaining productivity parameters.

Key Responsibilities & Accountabilities 

Job Description [Mandatory]

1. Consistently ensure that quality variance is well below the threshold, and internal quality scores are exemplary.
2. Write accurate feedback, if applicable, to enthuse performance development at an agent level, and per client instructions.
3. Regularly participate in client / internal calibration calls to ensure consistency of scoring & knowledge.
4. Meet and exceed daily volume and productivity targets.
5. Successfully clear the client-specific training and ensure all subsequent updates are well understood & implemented.
6. Participate in various internal/external training programs to continuously hone the required skills and knowledge base.
7. Abide by all HR policies and processes, including but not limited to code of conduct, attendance, and floor discipline.
8. Report to respective TL as per set guidelines Participate in internal & client calibrations calls to ensure consistent quality.

Education Requirement [Mandatory]

• Any graduate and above.

Mandatory Profile Requirements (Competencies & Skills)

• 0.5 to 3 years of International BPO experience as a CSR.
• Good communication skills, both written & oral.
• Active listening & critical thinking skills.
• Based in Delhi/NCR.
• Flexible working in a 24/7 environment.

Desired Profile Requirements [Good to have]

• Passion towards Quality and Performance Development.
• Great team player & open to learning.