Monitoring calls/chats as per defined sample plan and targetsProvide meaningful feedback and reporting to agents, team leads and management to guide improvements in agent coaching/trainingRoot cause analysis as per requirement (Complaints, Negative survey response etc..) DSAT management activitiesKeeping track of industry trendsPreparing necessary monitoring and adhoc reportsAttend calibration sessions with client and internalReport out any ZT cases and critical errorsPublish a comprehensive report on the overall quality of the projectConduct team huddles to discuss the quality scores and areas of opportunitiesProvide quality tips to improve customer experience

Applying subject expertise in evaluating business operations and processesIdentifying areas where technical solutions would improve business performanceConsulting across business operations, providing mentorship, and contributing specialized knowledgeProviding subject expertise and guidance to team membersEnsuring accurate representation of expertise prior to the distribution of technical solutions to end-usersProcess documentation, SOPs and customize and enhance each client's SOPs as neededPrepare reports to communicate with managementConducting meetings with the staff members making sure all team members are up to date with all processes

Troubleshooting technical issues.Diagnosing and repairing faults.Resolving network issues.Speaking to customers to quickly get to the root of their problem.Providing timely and accurate customer feedback.Talking customers through a series of actions to resolve a problem.Replacing or repairing the necessary parts.Managing multiple cases at one timeProviding help and answers to the customers' technical issues through identification of the problem itself, research on answers and subsequent provision of guidanceGuidance of the users to support them in becoming more productive

Building the sales funnel generating leads via cold calling, emailing and other lead generation activitiesHandling incoming queries and building good client relationshipsEnsuring all leads are well qualified by identifying the correct decision makers and understanding their requirements.Handing over qualified leads to the sales teams with the objective of closing the saleMaintaining and updating the lead generation databaseAchieving weekly/monthly targets as set out by the business

Manage large amounts of incoming phone callsIdentify and assess customer's needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts through open and interactive communicationProvide accurate, valid and complete information by using the right methods/toolsHandle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutionKeep records of customer interactions, process customer accounts and file documentsFollow communication procedures, guidelines and policiesTake the extra mile to engage customers