Job Details

Lorache Group - Our client, an Internet Service provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill this position.


  • To monitor transaction quality of agents over phone, email & chat transcripts
  • To maintain performance report of individual team members
  • Audit processes for identifying process gaps and provide inputs for process efficiency
  • Prepare monthly performance reports for management reviews & action plan
  • Conduct root cause and training need analysis for various process
  • Responsible for team motivation and create team synergy for enhanced kpi performance
  • Prepare certification module and evaluate each batch before release to operations teams
  • Provide inputs to supervisor contact centre for new process and refresher trainings to teams.
  • Maintain records of qa reports history of officials and share them with supervisor / hod every week.

Function / Domain:

  • customer service / customer service reporting to hod customer service
Candidate Requirements
  • Graduate / Post Graduate qualification
  • Desired experience: 3 to 5 years

Essential Attributes:

  • customer focused, result oriented, leadership quality, energetic & assertive, knowledge of avaya and reporting structure, proficient with excel, word & power point, team player desired attributes relevant industry experience, should have planning and organizing skills, good interpersonal skills.
Apply before Friday, May 25, 2018 - 2 Days left Companies may expire jobs at their own discretion. If you have not received a response within two weeks, your application was most likely unsuccessful.