#Job Description
Location:
Bangalore, Mumbai, Gurgaon
#Here’s what you'll do:
●Be a change agent and promote high standards of Quality at all times
Audit escalations, emails and voice interactions for the Contact Center.
●Provide 1-1 feedback to agents and coach them to deliver high standards of Customer experience consistently
●Calibrate with other Quality Analysts regarding updates and feedback guidelines
●Liaise with the Operations team to identify factors impacting Quality and work towards improving overall floor performance.
●Develop and share reports to provide you and the management with conclusive insights on TNA, process/product gaps and agent improvement opportunities
●Keep excellent customer experience as the end goal and identify areas of improvement in process
●Collaborate with other teams (tech, product etc.) to streamline and optimize the customer experience journey at Acko
●Participate and drive standard Quality practices such as calibrations, PKTs, QA huddles

#Here's what we're looking for:
●Educational Qualification:
●Bachelor’s degree required.
●Professional Experience:
●Hands-on experience in coaching and training individuals.