Core Responsibilities:

o Review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues

o Handling Customer Queries & meeting Deadlines on daily basis records related to customer retention, also prepare plan for Audit

o Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience, Efficiently to gather complete information to access and fulfill customer need.

o Set up an In-house call center functions to deliver retention targets achieving financial objectives.

o Maintain and improve In-house call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

o Manage the daily running of the In-house call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations

o Develop call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

o Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues and accordingly ensure all relevant communications and data are updated and recorded.

o Drive & review the call quality by monitoring random calls to improve quality, minimise errors and track operative performance.

o Forecast and analyze data against budget figures on a weekly or monthly basis to achieve the revenue targets with the team

o Perform customer negotiations and reach a fair conclusion from both business and customer perspectives

o Pitch for new business while making retention call