â—- Overview QA process for Asian Team to ensure that global company customer service standards are met â—- Provide performance feedback to CS and Sales agents, discuss and explain feedback with agents in regular meetings; â—- Evaluate multi-channel inbound and outbound communication based on the company standards on a daily basis; accompany evaluations with meaningful and constructive feedback; â—- Understand the difference between CS and Sales service levels â—- Provide analysis on CS and Sales agent and team performance â—- Perform analysis of weekly QA scores and make suggestions how to improve the level of service provided by CS and Sales teams â—- Identify bottlenecks in CS and Sales processes and present potential solutions â—- Hold calibration sessions and attend global calibration sessions â—- Prepare weekly and monthly reports for Asian CS and Sales Team â—- Make suggestions to improve evaluation processes and service standards and best practices â—- Work with team leads to develop new hire courses and related training to improve operational performance, strong focus on employee engagement. â—- Revise and localise customer service standards on request â—- Work with leadership to identify improvements and provide plan of action on quality improvements â—- Administer soft skills training to all new hires to ensure highest of standards are met with patient and employee communications and processes â—- Maintain training materials, training schedules, and training transcripts and ensure they are up to date â—- Work with leadership to identify improvements and provide plan of action on quality improvements â—- Monitor and evaluating the effectiveness of training & quality programs through kno â—- Provide assistance with translations from a local language into English and vice verseDenave was founded 21 years ago with the goal to bridge the gap between sales strategy and final implementation. The journey began with the vision of becoming the final word in the sales enablement ecosystem '" and we are still as passionately progressing towards that goal. We take pride in our deep understanding of the sales domain, in its entirety. We never lose focus of our customer and their sales objective. With focused sales methodologies developed over the years, we are competent in net new customer acquisition, SMB penetration, partner management and driving disruption in the sales enablement arena by leveraging technological advancements. With time, the concept of sales enablement has evolved and we have evolved with it '" our evolution from an Indian, to an Asian and to now a global entity stands testimony to that. So far, we have generated over $5 Billion in sales revenue for our industry-leading clients, spread across varied industries such as Technology, Telecom, E-commerce, FMCG, Consumer etc. Our award-winning solutions are fused with the latest in technology innovations. We are disrupting the industry landscape with the integrity of revenue, proof of execution and ROI orientation that we bring to marketing processes as well as technology solutions.Bachelor's or Equivalent
