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.
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