Job Description:
Eligibility : Bachelor's DegreePosition : Quality Assurance
Experience : Freshers
Location : Chennai
Salary : Best in Industry
Job Description :
- Maintain and continuously improve monitoring standards for the contact center.
- Observe, listen to calls, analyze written communications, and review closed cases/transactions based on monitoring standards, analyzing interactions for service, agent soft skills, content, and accuracy.
- Provide individual unbiased feedback to employee and or manager in a timely manner, promoting a continuous learning environment.
- Make continuous improvement recommendations based on monitoring observations.
- Work in partnership with leadership team to develop agent skills.
- Prepare and analyze weekly/monthly reports on individual and team performance.
- Develop and implement programs and processes to ensure that Quality Monitoring program are operating at a strategic level.
- Build/revise evaluation forms to meet changing program needs.
- Provide back-up support for WFM agent.
- Readily have tough conversations and handle objections with agents while maintaining an overall positive atmosphere.
- Perform additional responsibilities and complete other projects as assigned.
About the Company:
Thomson Reuters Corporation is a multinational mass media and information firm with operational headquarters at 3 Times Square in Manhattan, New York City. The firm was founded in Toronto, Ontario, Canada, and its legal domicile offices are located at 333 Bay Street in Downtown Toronto.Thomson Reuters shares maintain a dual listing on the New York Stock Exchange (NYSE: TRI) and the Toronto Stock Exchange (TSX: TRI).
Thomson Reuters was created by the Thomson Corporation's purchase of British-based Reuters Group on 17 April 2008,and is majority owned by The Woodbridge Company, a holding company for the Thomson family.Thomson Reuters was ranked as Canada's "leading corporate brand" in the 2010 Interbrand Best Canadian Brands ranking.Thomson Reuters operates in more than 100 countries, and has more than 60,000 employees around the world. Continue reading
Thomson Reuters Corporation is a multinational mass media and information firm with operational headquarters at 3 Times Square in Manhattan, New York City. The firm was founded in Toronto, Ontario, Canada, and its legal domicile offices are located at 333 Bay Street in Downtown Toronto.Thomson Reuters shares maintain a dual listing on the New York Stock Exchange (NYSE: TRI) and the Toronto Stock Exchange (TSX: TRI).
Thomson Reuters was created by the Thomson Corporation's purchase of British-based Reuters Group on 17 April 2008,and is majority owned by The Woodbridge Company, a holding company for the Thomson family.Thomson Reuters was ranked as Canada's "leading corporate brand" in the 2010 Interbrand Best Canadian Brands ranking.Thomson Reuters operates in more than 100 countries, and has more than 60,000 employees around the world. Continue reading
Website : thomsonreuters.com
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