Freshers Jobs : Reliance Bpo
Designation: Quality Monitoring Executive - 5 Opening(s)
Job Description:
CSR Transaction Monitoring
1) Ensure evaluation of CSR transactions as per the set TM guidelines & productivity norms
2) QME to work to achieve zonal coverage and contribute to team performance.
3) Ensuring that self Product Knowledge Test Scores are upto mark
4) Conducting briefings for major updates & also major contributers to Errors
5) Highlight refresher training requirment to training team based on floor performance
Feedback & Demo Calls
1) Provide timely feedback to top defaulting CSRs. Priority to be given as a) All MAFI transaction b) Low Communication score c) Non FTR transaction
2) Demonstrating side by side evaluation for CSRs on floor.
3) Drive improvement in the floor sweep stats
Process Improvement
1) CSR awareness on intranet updates to be checked through Floor Audits, if required participate in CSR breifings for major updates
2) Participate in joint call listening activity regularly with cross functional teams and work at identifying and addressing process gaps.
3) Conduct audits on malpractices like ATCB, Blank calls, Call Disconnections & Incorrect transfers
4 Adopting teams & demonstrating improvement on CSR parameters like AHT, CSat & Quality
5) Complete Customer experience studies (atleast once in a week) , CSAT FTR Analysis and Improvement plans,
6) Fraud management audits per month to bring out the process efficiencies.
Keywords: Atleast 1yr relevant experience into quality
Company Profile:
Reliance BPO, a premium business process outsourcing services provider is part of the Reliance - Anil Dhirubhai Ambani (ADA) Group, one of the largest business houses of India.Reliance BPO is a state-of-the-art service provider offering end-to-end solutions focusing in the Telecom, BFSI, Utility and Entertainment industry verticals. Clients come to us for cost advantages but stay with us because of our quality. We have been consistently delivering quality services to our clients thereby generating unmatched business value to our customers through our centers’ of excellence. Our operating philosophy is to provide value added workflow solutions to our customers utilizing the best of skill sets to ensure continuous improvements in our service offerings.
The RBPO team consists of a 10000 strong workforce across multiple locations having skills in project, process, technology & customer relationship management. To ensure business continuity we have multi redundancy, robust technology and a strong disaster recovery site.
Desired Profile:
1) Sound Knowlede of telecom / technical customer care processes & audit process.
2) Exposure to voice logger tools (e.g. Nice) or equivalent
3) Technical knowledge of Hardware & Networking will be preferred
4) Knowledge of CRM tools
5) Knowledge of Office (Excel,Word,Powerpoint)
6) Excellent English / Punjabi Language speaking skills
7) Excellent communication/interpersonal skills.
Job Description:
CSR Transaction Monitoring
1) Ensure evaluation of CSR transactions as per the set TM guidelines & productivity norms
2) QME to work to achieve zonal coverage and contribute to team performance.
3) Ensuring that self Product Knowledge Test Scores are upto mark
4) Conducting briefings for major updates & also major contributers to Errors
5) Highlight refresher training requirment to training team based on floor performance
Feedback & Demo Calls
1) Provide timely feedback to top defaulting CSRs. Priority to be given as a) All MAFI transaction b) Low Communication score c) Non FTR transaction
2) Demonstrating side by side evaluation for CSRs on floor.
3) Drive improvement in the floor sweep stats
Process Improvement
1) CSR awareness on intranet updates to be checked through Floor Audits, if required participate in CSR breifings for major updates
2) Participate in joint call listening activity regularly with cross functional teams and work at identifying and addressing process gaps.
3) Conduct audits on malpractices like ATCB, Blank calls, Call Disconnections & Incorrect transfers
4 Adopting teams & demonstrating improvement on CSR parameters like AHT, CSat & Quality
5) Complete Customer experience studies (atleast once in a week) , CSAT FTR Analysis and Improvement plans,
6) Fraud management audits per month to bring out the process efficiencies.
Keywords: Atleast 1yr relevant experience into quality
Company Profile:
Reliance BPO, a premium business process outsourcing services provider is part of the Reliance - Anil Dhirubhai Ambani (ADA) Group, one of the largest business houses of India.Reliance BPO is a state-of-the-art service provider offering end-to-end solutions focusing in the Telecom, BFSI, Utility and Entertainment industry verticals. Clients come to us for cost advantages but stay with us because of our quality. We have been consistently delivering quality services to our clients thereby generating unmatched business value to our customers through our centers’ of excellence. Our operating philosophy is to provide value added workflow solutions to our customers utilizing the best of skill sets to ensure continuous improvements in our service offerings.
The RBPO team consists of a 10000 strong workforce across multiple locations having skills in project, process, technology & customer relationship management. To ensure business continuity we have multi redundancy, robust technology and a strong disaster recovery site.
Desired Profile:
1) Sound Knowlede of telecom / technical customer care processes & audit process.
2) Exposure to voice logger tools (e.g. Nice) or equivalent
3) Technical knowledge of Hardware & Networking will be preferred
4) Knowledge of CRM tools
5) Knowledge of Office (Excel,Word,Powerpoint)
6) Excellent English / Punjabi Language speaking skills
7) Excellent communication/interpersonal skills.
8)Should have good coaching, feedback & people development skills
9) Good analytical ability.
10) Self driven in terms of improvement in process.
11) Flexible in adapting to change. Is a Change agent / catalyst.
Experience: 0 Years
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Education:
UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization,Post Graduation Not Required
Location: Navi Mumbai
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9) Good analytical ability.
10) Self driven in terms of improvement in process.
11) Flexible in adapting to change. Is a Change agent / catalyst.
Experience: 0 Years
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Education:
UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization,Post Graduation Not Required
Location: Navi Mumbai
APPLY ONLINE