Service Quality Supervisor

Description:

As a Service Quality Supervisor at ZUE Pvt Ltd, you will play a pivotal role in ensuring that our products or services consistently meet the highest standards of quality and customer satisfaction. You will be responsible for monitoring and improving service quality, conducting assessments, and implementing initiatives to enhance the customer experience.

Responsibilities:

· Perform Calls Evaluation (Live / Recorded) to ensure quality of service against a defined target.

· Perform calls investigation on different key factors.

· Conduct Pre-Shift on daily basis to ensure that the agents are updated and provided with proper guidance.

· Conduct counseling Session with agents when required and educate as well as provide feedback regarding their improvement areas.

· Generate daily, weekly, monthly Reports of assigned teams/agents/project/WIPs.

· Create necessary documentation with respect to new and existing process.

· Be the part of floor audit on daily/weekly/monthly basis or as per schedule by the line manager.

· Coordination with other departments / teams for getting relevant/required information.

· Reports publishing on daily, weekly and monthly basis to the line manager.

· Identify the loopholes for the deployments and share with Manager on weekly basis/monthly basis.

· Creation of New SOPs and revamp existing procedures if needed.

· Maintaining difference reports and analysis on Ad hock basis.

· Execution of compliance on various key factors of business.

· Any other assigned work by the line manager.

Qualifications:

• Bachelor's degree.
• 3 to 4 years proven experience in a similar role.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Detail-oriented with a commitment to quality.
• Proficiency in relevant software tools and platforms.