Job Role:
Ensure 100% closure of feedbacks through review & feedback mechanism, regular 1-0-1’s and team meetings
Monitoring calls/emails/chats as per audit forms & identify Fatal & Non-fatal errors
Identifying historical trends through data analysis to uncover agent training needs
Generate and publish regular audit reports (daily, weekly, monthly)
Identify gaps and conduct feedback and refresher sessions with agents to improve process knowledge and quality of customer service
Publish daily, weekly & monthly Quality Reports
Identify process gaps and drive process improvement initiatives
Drive calibration sessions with internal teams
Conduct quality induction/trainings for new hire / refresher batch as and when required
Oversee action plans/PIP for underperformers
Identify opportunities to maximize efficiency through cross skilling & effective resource utilization
Identify process gaps & drive quality projects to improve the process
To conduct calibration sessions with operations and training team
Conduct quality improvement sessions for agents or train the trainer sessions
Define SOPs as per process updates/product developments & cascade to team
Designing Audit forms in line with process guidelines across touchpoints
Drive performance and deliver/review agreed service levels
Conduct audits as per defined guideline and sampling for transaction monitoring on both quality and compliance.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
Bachelor’s degree - Minimum 2 years of experience as a QA in the SaaS, Customer Success.
Excellent verbal, written, analytical and communication skills
Outstanding customer service skills and dedication to providing customer care
Must be a self-motivator and self-starter
Focus on quality and customer service
Ability to multitask and successfully operate in a fast-paced, team environment
Proficiency with MS Office, MS Excel Advanced, MS Word and Power Point
Has experience in reporting out data or creating dashboards.
About ProMobi Technologies:
ProMobi Technologies is one of the fastest-growing bootstrapped SaaS companies. Our mission is to empower organizations across different verticals to solve real business problems with world-class SaaS products. We are driven by young, passionate, and highly experienced professionals who have a knack for building cutting-edge solutions and delighting our customers. Our product portfolio includes Scalefusion, a Unified Endpoint Management (UEM) solution, NuovoPay, a Device Financing Risk Management (DFRM) platform, and NuovoTeam, a Push-to-talk & team communication platform.
Our Products:
Scalefusion (formerly known as Mobilock Pro)
Scalefusion - our flagship product is a leading mobile device & endpoint management software helping businesses to secure and manage a fleet of mobile devices and diverse endpoints including smartphones, tablets, laptops, rugged devices, POS, and digital signages.
NuovoPay
NuovoPay enables Telecom Carriers, Resellers & Finance companies to protect their leased devices against EMI payment defaults. NuovoPay’s mobile locking technology remotely locks the devices that are leased to the consumers in the event of failure in EMI payments or if the devices are reported stolen. This ensures reduced collection costs and timely EMI payments.
NuovoTeam
NuovoTeam is an all-in-one employee productivity and push to talk(PTT) app that facilitates employee productivity tracking, communication and collaboration across your workforce with its distinctive features