:: Ecom Express Limited :: Process Trainer/ Quality Analyst for the Call Center Team

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We at Ecom Express Limited are hiring for Process Trainer/ Quality Analyst for the Call Center Team

Location - Gurugram

Interested candidates kindly share your resumes at debashree@ecomexpress.in and ritika@ecomexpress.in

Job Summary:

This position evaluates a statistically valid, random sampling of calls and other customer contact methods and their associated supporting.

It effectively delivers/facilitates classroom instruction in support of and account performance metrics.

Core Responsibilities:

-- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email

-- Reports results of evaluations to appropriate Business stakeholders

-- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes

-- Meet departmental productivity requirements (e.g. number of calls monitored per month, Quality/performance/Onboarding)Proactive identification of agent level performance , agent level action planning and training .

-- Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards.

-- Utilize effective presentation and facilitation skills including creative training techniques and /accelerated learning techniques using a variety of training delivery modalities

-- Accountable for achieving individual training performance metrics

-- Maintain relevant product knowledge for each agent by taking calls, attending client and cross functional meetings (as needed), and side by side observations

-- Ensure effective, consistent communication with managers, peers, and other resource groups

Requirements:

* 3-6 years of relevant experience in quality evaluation/training.

* Operational Excellence Quality Certification

* Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)

* Strong communication skills, both written and verbal

* Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable.

* Strong attention to detail

Manish Kumar

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