Job expirat
- The Call Quality Auditor will be managing a team of 3-4 Audit Team members.
- Conduct call observation monitoring using recorder and service observe technologies;
- Record, track and evaluate quality of inquiry handling;
- Identify agent\\\'s strenghts and development opportunities through inquiry tracking;
- Deliver feedback and coaching to agents;
- Evaluate Agents\\\' Technical Skills;
- Solicit and respond appropriately to Agent and management feedback;
- Identify Training needs by Agent and team and act as a resource for performance development;
- Calibrate Call coaching at regular intervals with other feedback providers;
- Participate in Triad reviews as required;
- Support Agents and managers by delivering fair, accurate and timely feedback on inquires;
- Understand and support IT Services Quality Initiatives;
- Perform special projects and additional assignment as required;
- University Degree
- Microsoft Certified Professional
- 18 months experience as an Agent(voice based)
- Ability to coach and deliver feedback
- Excellent interpersonal skills
- Outstanding written and verbal communication skills
- Ability to motivate others
- Absolute professional integrity
¿The opportunity to build a long-term and successful career within a prestigious multinational, from the very start-up.
¿Extensive training, local and international, will be provided for the jobholder.
GENPACT is the leading provider of Business Services & Technology Solutions worldwide.
Owned jointly by General Electric, General Atlantic and Oak Hill Capital Partners, GENPACT has operations centers across India as well as in China, Hungary, Romania, the United States and Mexico.
The Portfolio of services offered from these Global centers include: Finance & accounting, Customer Service, Supply Chain & Procurement, Sales & Marketing Analytics, Financial Services Collections/Ops, Information Technology Services, Enterprise Application Services & Program Management.
For further details please visit www.genpact.com
