Review agent’s conversations across all contact touchpoints to measure teams’ performance and track customer support quality. Contribute to call calibration sessions to evaluate agent performance. Identify lapses in agent’s performance and provide constructive feedback for improvement. Engage in customer listening to identify customer pain points and expectations. Drive the implementation of improved customer engagement strategies to increase agents’ efficiency. Serve as an intermediary for escalations from agents and customers. Ensures communication is effectively delivered and appropriately addresses all customer concerns. Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support. Identify process improvement opportunities to update SOPs. Implement and ensure compliance with the company’s policies on customer service quality. Report support teams’ performance to supervisors and maintain monthly performance logs. Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies. Provide recommendations to HR on the employment of call center agents. Support recruiting and onboarding processes as appropriate. Responsible to handle vendor locations quality and training

Handling quality and training of west zone Performing audits of team assigned Conducting training of new hires and agencies Conducting and participating in calibration Conducting performance review of team assigned Conducting quality induction for new hires Providing feedback on areas of improvements Planning and conducting training and refreshers for assigned zone Highlighting process gaps and provide process suggestions for smooth functioning of process Analysis for business improvements Preparing reports like Quality Dashboard, BQM trend, Quality review data TNI etc.

Handling end to end TAT of loans from login till disbursement Taking initiatives for smooth functioning of credit & sales department Preparing reports for sales and credit MIS reports such as Target, incentives, TAT performance etc. for all branches Performing Analysis and taking initiatives for business improvements Performing audits to check the quality of credit

Performing audits for a team of 45+ agents Conducting and participating in calibration Conducting performance review of team assigned Conducting quality induction for new hires Providing feedback on areas of improvements Planning training and refreshers for the agents Highlighting process gaps and provide process suggestions for smooth functioning of process Analysis for business improvements Preparing reports like Quality Dashboard, BQM trend, Quality review data TNI etc.

Ensure that agents adhere to company quality standards and attain goals that boost overall performance. Identify issues that agents may overlook and offer potential solutions. Motivate agents to exceed their comfort zones to accomplish predetermined goals. Resolve agents’ challenges and coach agents or implement systems to prevent a recurrence. Design and implement onboarding and training programs to equip agents to deal with common workplace issues. Review agents’ conversations across all contact touchpoints to measure teams’ performance and trackcustomer support quality. Contribute to call calibration sessions to evaluate agent performance. Identify lapses in agents’ performance and provide constructive feedback for improvement. Engage in customer listening to identify customer pain points and expectations. Drive the implementation of improved customer engagement strategies to increase agents’ efficiency. Serve as an intermediary for escalations from agents and customers. Ensures communication is effectively delivered and appropriately addresses all customer concerns.

Providing product and communication training to new hire’s. Briefing the team members about their individual scores. Updating the team members of the new product arrivals and articles added in the intranet Barging into CRS’ calls and providing feedback on the quality of the call Plan and layout a training calendar, post competency mapping and conducting Training Need Analysis, for the team or an individual in various areas to upgrade their process skill. Monitor training effectiveness through feedback and assessment scores during OJT. Handle customer escalation calls and act as L2 for the team. Conduct Call Audits for agents and record CSAT for agents. Observe coach training sessions of new hires and give feedback for improvements. Assess the process skills and soft skills capabilities of the new hire trainee and put them on the production floor. Conduct Extra Group Coaching (training) for associates who are outliers to improve product knowledge. Manage external client expectations by reporting and attending conference calls. Document and update process training manuals and courseware along with the rest of the team