Executive Quality - International- Email & Chat Support, Bangalore

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Primary responsibilities: Evaluate, provide feedback and coach the TSEs on the quality scores. Customer related: Documentation of quality reports for reference and performance analysis. Financials related: Not Applicable People related: Assist the GL in monitoring and evaluating calls. Conduct quality induction briefing for new recruits. Process related: Work closely with Operations to deal with disputes arising out of process gaps, updates, etc. Secondary responsibilities: Responsible for designated team’s performance. Provide floor support whenever required. Desired Knowledge, skills and abilities: Strong process knowledge Basic computer knowledge Logical thinking, analytical and mentoring skills Good verbal and written communication skills Desired qualifications: Graduation Desired years of experience: One year as SME/Sr. TSE in the process Internal Customers: Operations and all support functions External Customers: Clients