ERM team is responsible to manage the top tier merchants of EDC Portfolio. Team regularly interacts with their assigned merchants and provide proactive service assistance. Team does merchant profiling to understand the upsell/cross sell opportunities.
About the role:
1.Monitoring of transactions as per process guidelines
2.Providing event-based and frequency-based feedback
3.Collecting data on the CTQs as defined in the SLA and track the same
4.Assisting Ops-AMs in identifying training needs for the agents and process level issues that can help improve performance
5.Participating in team huddles and providing brief on Quality performance in the process
6.Brief new agents joining the process and explain how the quality function operates in the process
7.Co-ordinate all process improvement initiatives
Expectations/ Requirements:
1.At least 1 year in Quality and at least 2 year in BPO (apart from Quality Experience)
2.Ability to work in a continually challenging environment
3.Understanding of end-to-end processes and appreciation of critical parameters
4.Knowledge of MS Office – Excel, PowerPoint, Word
5.Good communication skills (English/Hindi)
6.Good analytical skills – to be tested through Quality Aptitude Test
7.Self-initiated and zeal for continuous improvement