JOB DESCRIPTION • Perform audits on recorded client interactions and provide evaluation feedback through QMS • Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business requirements. • Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances • Highlight trends and red flags to the business for better improvements • Ensure accurate maintenance of sample calls/chats library • Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders. Requirement • Degree preferred or equivalent practical experience; • Minimum of 2 years Quality auditing experience in a call center environment is preferred. • Has a clear understanding of Call Center’s quality framework and methodology. • Knowledge of digital advertising is a plus. • Experience in performing Root Cause Analysis/drilldown is a plus.
Nityo Infotech Corporation is a global provider of IT services and end-to-end solutions designed to help clients improve their competitiveness and efficiency. Nityo Infotech has operations in 11 countries with 16 offices across globe includes US, Europe and Asia. Its portfolio of solutions and services includes outsourcing, system integration, Application Software development, IT consulting and Quality Assurance & Training. Nityo provides services to several clients located across the world, including many Fortune 1000 and Global 2000 companies, in the commercial, industrial and government sectors - across key vertical markets, like financial services, Manufacturing & Semiconductor, life sciences and healthcare, telecommunications and utilities, Top notch System Integrators, and independent software vendors. Nityo is a SAP Service Partner & also has created Center of excellencefor PeopleSoft technologies in their offshore devolpment centers in Singapore & India. Visit us @ www.nityo.com to know more about us.....
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases