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05/06 Shamira
Recruiter at Talent Solution

Views:21 Applications:5 Rec. Actions:Recruiter Actions:2

Teleales Role - Home Loan (3-7 yrs)

Maharashtra Job Code: 161650

About Process :

 - Participates in design of call monitoring formats and quality standards

- Performs call monitoring and provides trend data to site management team

- Uses quality monitoring data management system to compile and track performance at team and individual level

- Monitors email customer contacts

- Participates in customer and client listening programs to identify customer needs and expectations

- Provides actionable data to various internal support groups as needed

- Coordinates and facilitates call calibration sessions for call center staff

- Provides feedback to call center team leaders and managers

-Prepares and analyzes internal and external quality reports for management staff review

-Suggests training needs and developments

Requirement :

- Excellent oral, written and interpersonal communication skills (8/10)

- Exceptional listening and analytical skills

- Intermediate level of knowledge / expertise with PC (Word and Excel)

- Strong knowledge of customer care processes and techniques

- Demonstrated ability to work well in a team environment

- Dedication to providing exceptional customer service

- Absorb the Home Loan Product Knowledge and keep self-updated about the competition

Shift timings : 9:30 am to 6:30 pm

Education :

- Graduate with 3 + years of experience as QA on papers

- Candidate should have call monitoring experience, preferably from Sales / Voice based environment

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