Trainer(V&A , Soft skills, Customer Service)
Akiko Callnet
مجموع سنوات الخبرة :5 years, 1 أشهر
Akiko callnet is training institute. Where I used to impart training to the new hires for Spoken English, Voice & Accent, Soft Skills, communication skills and customer service(for call center operation).
1 Responsible for Auditing of call centre services and involvement in the regular analysis and feedback of calls, ensuring proper implementation of quality processes resulting in high quality services.
2 Responsible for Training, Supervising and Assessment of Quality Analysts on periodic basis, confirming the sound knowledge of quality processes and standards.
1 Key role in overall planning and standardization of quality guidelines for Service Delivery System, with focus on 100% customer satisfaction.
2 Successful implementation of improvement techniques and guidelines for the Campaign Management, leading to growth in the business.
3 Responsible for reporting daily, weekly and monthly status to Quality Manager. Active participation in the analysis confirming the compliance between established and followed process.
4 Ensuring the implementation, validation and verification of quality standards followed in the call centre by sales agents.
5 Lead a team of Quality analysts in auditing, analysis and processing of mortgage leads processed by various call centres.
6 Imparting clear understanding of quality standards, performance baselines and SLA (Service Level Agreement) to the client.
7 Contribution in identifying the CTQ’s (Critical to Quality) attributes in the Call centre process based on guidelines provided by the client and CHT (client handover sheet prepared by sales), which are essential to be catered during process planning and implementation stages to achieve satisfactory customer satisfaction.
1 Responsible for periodic training, monitoring and assessment of Quality Analysts and agents on processes and guidelines for service delivery in call centre.
2 Active participation in setting CTQ’s in the process to be focused in the processing of calls resulting in growth of business revenue, sound client relationship and satisfaction.
3 Involvement in implementation and enforcement of key guidelines for Campaign Management for growth in business.
4 Supervised a team of MIS and Quality analysts in effective implementation of processes and guidelines as per client and company specifications.
5 Responsible for reporting daily, weekly and monthly status to Quality Manager.
6 Key role in regular verification, validation, and analysis of sales calls, and feedbacks to agents and QA’s, ensuring high quality service and 100% customer satisfaction.