Source description
About the role
Key Responsibilities: Monitor and evaluate inbound/outbound tech sales and support callsMonitor and evaluate inbound/outbound Travel sales calls Audit calls for quality parameters, compliance, and soft skillsProvide actionable feedback and coaching to agentsIdentify process gaps and improvement opportunitiesEnsure adherence to US client expectations and communication standardsPrepare quality reports, scorecards, and performance analysisWork closely with training & operations teams for continuous improvement Key Skills Call Monitoring & AuditingQuality Frameworks & ScorecardsCommunication & CoachingCustomer Experience (CX) ImprovementData Analysis & ReportingKnowledge of US Accent & Process StandardsTools: Excel, CRM tools, QA tools (if any) Key Responsibilities: Monitor and evaluate inbound/outbound tech sales and support callsMonitor and evaluate inbound/outbound Travel sales calls Audit calls for quality parameters, compliance, and soft skillsProvide actionable feedback and coaching to agentsIdentify process gaps and improvement opportunitiesEnsure adherence to US client expectations and communication standardsPrepare quality reports, scorecards, and performance analysisWork closely with training & operations teams for continuous improvement Key Skills Call Monitoring & AuditingQuality Frameworks & ScorecardsCommunication & CoachingCustomer Experience (CX) ImprovementData Analysis & ReportingKnowledge of US Accent & Process StandardsTools: Excel, CRM tools, QA tools (if any)
More at Assistara