
Service Quality Officer
Permanent Sybrid Private Limited posted 1 year ago Email JobJob Detail
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Career Level Officer
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Experience 0 - 2 Years
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Gender Both
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Qualifications Bachelors
Job Description
Summary of key functions:
- Call Evaluations
- Complaint Investigation
- Pre-shifts
- Counseling/Coaching sessions (Training and Feedback)
- QE Calibration
- Facilitate Ops during the shifts
- Service Quality Reporting
- New SQO Training
- Participate in designing Quality criteria /matrices of new campaigns /services
- Other Core Responsibilities /Special projects
- Spot checks
- Others
- Call Evaluations
- Live
- Recorded
- Side by Side
Perform Call Evaluation (Live/ Side by Side / Recorded) to ensure quality of service against defined SOPs.
- Complaint Investigation
Perform complaint call/email investigation on request from the Operations side.
- Pre-shifts
Conduct Pre-Shift on daily basis to ensure that the agents are updated and provided with proper guidance.
- Counseling/Coaching Sessions ( Training & Feedback )
Conduct counseling Session with agents when required and educate as well as provide feedback regarding their improvement areas.
- SQO Calibration
Calibrate already evaluated calls to ensure proper synchronization among QEs.
- Facilitate Ops during the shift
Providing on floor guidance to agents and facilitating supervisors’ w.r.t to calls as per requirement.
- Service Quality Reporting
Generate daily, weekly, monthly Report of their respective campaign as per requirement.
- New SQO Training
Provide training to new SQOs related to activities performed in Service Quality Department.
- Participate in designing quality criteria / matrices of new campaigns / services.
Create necessary documentation with respect to new campaign against defined quality criteria.
Such as: Monitoring Form and Matrices.
- Other Core Responsibilities / Special projects / New Agent’s Mock Calls
Performing other assignments as per Management request e.g. conducting Mock Calls for
Newly Hired Agents.
- Spot Checks
Conduct daily/weekly/monthly spot checks individually at least by each SQO to insure all policies and procedures are being followed. Highlight through email in case of any finding.
- Others
- Should be responsible to comply with the standards within the company e.g. ISMS, HIPPA etc.
- To report security weaknesses/incident through Information security incident & weakness reporting mechanism.