Job Description:
As a Service Quality Supervisor at ZUE Pvt Ltd, you will play a pivotal role in ensuring that our products or services consistently meet the highest standards of quality and customer satisfaction. You will be responsible for monitoring and improving service quality, conducting assessments, and implementing initiatives to enhance the customer experience.
Responsibilities:
· Perform Calls Evaluation (Live / Recorded) to ensure quality of service against a defined target.
· Perform calls investigation on different key factors.
· Conduct Pre-Shift on a daily basis to ensure that the agents are updated and provided with proper guidance.
· Conduct counseling Sessions with agents when required and educate as well as provide feedback regarding their improvement areas.
· Generate daily, weekly, and monthly Reports of assigned teams/agents/projects/WIPs.
· Create necessary documentation with respect to new and existing processes.
· Be part of the floor audit on a daily/weekly/monthly basis or as scheduled by the line manager.
· Coordination with other departments/teams to get relevant/required information.
· Reports publishing on a daily, weekly, and monthly basis to the line manager.
· Identify the loopholes for the deployments and share them with the Manager on a weekly basis/monthly basis.
· Creation of New SOPs and revamping existing procedures if needed.
· Maintaining difference reports and analysis on An hock basis.
· Execution of compliance on various key factors of business.
· Any other assigned work by the line manager.
Qualifications:
- Bachelor’s degree.
- 3 to 4 years of proven experience in a similar role.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Detail-oriented with a commitment to quality.
- Proficiency in relevant software tools and platforms.
Why Join Us:
- Competitive compensation and benefits package.
- Opportunities for career growth and professional development.
- A dynamic and collaborative work environment.
How to Apply:
If you are a dedicated and detail-oriented professional with a passion for service quality and customer satisfaction, we encourage you to apply. Please submit your resume to hr@zueusa.com
Shift Timings: Evening Pkst 6 pm – 3 am.