February 14, 2017

Jobs in Mumbai - Quality Executive / Sr. Executive in Orbit Corporate Leisure Travels (l) Pvt Ltd

Jobs in Mumbai - Quality Executive / Sr. Executive in Orbit Corporate Leisure Travels (l) Pvt Ltd

Job Description

We are looking for a talented professional to join our team, who will ensure high quality of customer experience and contact center service delivery by monitoring inbound and outbound calls, identifying root causes and recommending improvements.

The individuals responsibilities would include, but not limited to, the following:

- Monitoring and evaluating call quality standards by studying inbound and outbound calls (recorded or side-by-side or barged), and conducting test calls to agents/service representatives on new products
- Assessing agent performance by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call
- Providing timely and accurate feedback to agents and conducting monthly help sessions, as required
- Evaluating existing customer interaction/ campaign approaches by rating effectiveness of agents/ service representatives, providing quality ratings, identifying training needs, and helping the Training - Manager in developing training programs
- Evaluating overall process performance and identifying gaps by conducting root-cause analysis
- Conducting quality audits
- Maintaining and updating quality assurance policies and procedures
- Identifying and implementing improvement initiatives
- Maintaining professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices etc.

Industry: Travel / Hotels / Restaurants / Airlines / Railways
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Quality
Role: Quality Coach

Desired Candidate Profile

Required Experience / Skills:
- Should be a graduate - Any Specialization
- Minimum 3 years of experience in Quality Assurance and Quality Audits (Airline/Travel)
- Experience in Process Improvement and/or Process Audits (Six Sigma certification would be preferred)
- Should have experience in inbound & outbound Travel Process
- Should be proficient working on Galileo and Amadeus
- Should have excellent Written and Oral Communication skills
- Should be proficient with MS office tools (Power point, word, excel)
- Should be open to work in rotational shifts
- Must be self-motivated and detail oriented
- Must be friendly, clear & strong speaker
- Should be able to prepare and deliver presentations
- Must have good interpersonal skills
- Should be able to work in a fast paced environment

Contact Details

Recruiter Name: Sundari Konar
Contact Company: Orbit Corporate leisure Travels (l) Pvt Ltd
Website: http://www.goomo.com/