Position: Quality Leader (Field & Connect Centre)

Locations: Delhi, Bhopal, Chandigarh and Puducherry

Educational Qualifications:

• Masters or Graduation in any field.

Work Experience:

• Experience in working as a Quality analyst in any call centre operations not less than 2 years.
• Experience of working in call centre operations not less than 5 years.

Skills Required:

• Fluency in English, Hindi and local language with excellent verbal and writing skills.
• Proficient in MS Office and efficient in preparing quality PPTs, Reports & Documentation.
• Strong coaching and leadership, ability to motivate employees.
• Proficient with necessary technology, computing and software application skill and phone systems etc.
• Strong communications, telephonic etiquette and presentation skills.
• Experience with training highly desirable.
• Listening skills.
• Patience and politeness with elderly persons.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

The Main Job Responsibilities will be:

• QA(F&CC) is responsible for call quality monitoring, identifying the areas where agents require strengthening & designing a continuous training plan to ensure an officer delivers 100% call quality.
• Organizing team sessions or individual sessions to addressing & improving the quality & performance.
• QA(F&CC) is responsible to improve quality of services with 100% accuracy & 100% caller satisfaction by proving to the team.
• The person will be required to check the quality of the calls (inbound and outbound) managed by the team members and guide the team accordingly.
• The person will be required to monitor the performance parameters and work towards the improvement of the same.
• Responsible for service request evaluation, the scoring process for each attribute, training need identification and learning initiative to ensure officer deliver 100% quality.
• Any other jobs assigned by the higher management as per exigencies of work.

Remuneration will be as per HelpAge India’s overall salary structure.

Apply:

The interest candidates should either email their resumes with their current CTC at xxxx@helpageindia.org or post their detailed CV 

HR Department
HelpAge India,
C-14, Qutab Institutional Area,
New Delhi-110016

Internal candidates will be given preference.