Quality Specailist
souq.com
Total years of experience :22 years, 5 Months
Handling level 2 complaints. Resolve customer issue.
Monitering Calls & giving Feedback to agents. Improving process customer satisfaction scores. Improve agents quality scores & customer satisfaction scores. Identify process gaps.
- Monitored calls, provided feedback, suggested process/policy/system changes, highlighted knowledge gaps for advisors.
- Was accountable for setting and delivering targets as per number of teams on weekly and monthly basis.
- Delivered customer satisfaction at department level.
- Analysed and reported team’s performance on a daily, weekly, monthly basis.
- Team member development & growth
Leading a team of 15 members;
- To resolve customer queries and meet if not exceed set C-SAT, Quality, Efficiency, Service Level and Product/Process Knowledge targets.
- To train and provide feedback and ensuring all required performance parameters are met by advisors and support and develop poor performing staff.
- Analyzed and reported teams & function’s performance.
- Ensured employee and team satisfaction, development & growth.
- Coached and managed a team of 15 members to resolve customer queries and meet if not exceed set C-SAT, Quality, Efficiency and Product/Process Knowledge targets.
- Created & maintained team performance reports, recorded and analysed team performance data and gave performance feedback to team members
- Resolved customer queries while ensuring that each interaction meets if not exceeds C-SAT, Quality and Efficiency parameters. Kept self and team updated with product / process knowledge briefs and best practice exchanges.
- Helped customer login to the Barclays Website & help with General Account related details.
- Supported supervisors with administration tasks by recording and analysing team performance data and managing team in supervisor absence.
- Made reservation for customers online
- Provided general information regarding their bookings and reservations
- Cancellation for customers processed and updated
Looking into sales, accounts, stock inventory, payment collection & staff management. Were distributors for Wipro lighting, Bega lighting
- Developing healthy relationship with the clients for repeat / referral business
- Penetrating the untapped markets
- Overlooking and conducting new product launches and promotion schemes as a part of brand awareness
- Payment collection
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