Savitha V Email & Phone Number

• Monitoring of call recordings for the calls made or received by the associates, to check required quality parameters are achieved.
• Coach/Mentor the offshore team on a daily, weekly, and monthly basis to achieve quality improvementsUse the agents’ quality monitoring system to compile and track performance at team and individual level Work closely.
• Do root cause analysis, trend analysis, training need analysis for the process.
• Collect and analyse customer feedback that comes through different channels and act on every opportunity.
• Ensure adherence to compliance standards.
• Identify improvement areas & implement measures to maximize customer satisfaction levels.

Coimbatore, Tamil Nadu, India

• Responsbilities:
• Managing transaction quality profile for a customer voice service for international clients.
• Conducting audits as per defined guidelines and sampling for transaction monitoring.
• Ensuring 100% closure of feedback.
• Creating and publishing regular audit reports with internal management.
• Identifying gaps and conduct feedback with agents.

Chennai, Tamil Nadu, India

• Responsbilities:
• Executing Issue/Query Resolution.
• Ensuring proper documentation and follow-ups
• Telephone and written queries resolution as per the standard procedures.
• Ongoing delivery of quality service.
• Ensuring service accuracy through compliance (TAT).