Tehreen Khan Email & Phone Number

Noida

Gurgaon

•Monitoring and auditing the inbound and outbound calls of the associates across different levels and share feedback to keep a check on the Quality Standards, Customer Satisfaction and the Process Compliance•Responsible for preparing the Agent Scorecard with the available call stats on the basis of Quality and CCI (Customer Centric Initiative) and release the same on regular basis to the management• Managing the internal calibration within the Associates/Team Leaders/Group Leaders/Managers so to adhere the overall Quality Standards of the process• Engaged in regular interaction with the onsite team to get the Product updates or any changes being made in the process workflow.• Maintaining the client relationship by handling and resolving the various customer complaints and escalations with the required justification.