about us

Kantipur Management Private Limited (KMPL) is an expertise on human resources solutions and has been providing Human Resource Management and related solutions to organizations across the country since 2012. The company is involved in committed to provide the best services to clients and job seekers in different field and profession of varied diversity of candidates from entry level associates, mid-level managers to first level managers.

Quality & Training Supervisor -call Center
Jobs Function: Customer Service Jobs Availability: Full Time
Jobs Level: Senior Level Offered Salary: Negotiable
Jobs Location: Kumaripati, Lalitpur Min. Experience Year: 1 Years
Education Degree: Bachelor No. of Openings: 1
Deadline: Thursday, Jun 13, 2024 (Expired) Preferred Gender: Any
job description

Monitor and Evaluate Call Center Interactions: 

∙Listen to recorded calls and review written communications to assess the quality of customer interactions. 

∙Evaluate agents’ adherence to quality standards, scripting guidelines, and company policies. 

 

Provide Feedback and Coaching: 

∙Offer constructive feedback to call center agents based on evaluation results. 

∙Provide ongoing coaching and training to agents to enhance their customer service skills and performance. 

 

Assist in Quality Assurance Processes: 

∙Support the development and implementation of quality assurance procedures and metrics. 

∙Collaborate with the Quality Manager to identify areas for improvement and implement corrective actions. 

 

Maintain Documentation and Reporting: 

∙Document evaluation findings, coaching sessions, and improvement plans accurately and comprehensively. 

∙Prepare regular reports on quality performance metrics and trends. 

 

Support Team Development: 

∙Assist in the onboarding and training of new call center agents on quality standards and best practices. 

∙Lead by example and promote a culture of continuous improvement and excellence in customer service. 

 

Handle Escalated Issues: 

∙Address escalated customer complaints or complex situations with professionalism and empathy. 

∙Provide guidance to agents on handling difficult customer interactions effectively. 

 

Prepare and Present Reports: 

∙Prepare regular reports on quality assurance performance metrics, trends, and recommendations. 

∙Present findings and insights to senior management to support strategic decision-making. 

 

 

 

 

Job Specification

The Call Center Quality Supervisor plays a crucial role in ensuring that our call center maintains exceptional standards of 

customer service quality. This position involves monitoring and evaluating customer interactions, providing feedback 

and coaching to agents, and assisting in the development and implementation of quality assurance processes. 

Education description

∙Bachelor’s degree in Business Administration, Communications, or a related field. 

∙Proven experience in a call center environment, with at least 2-3 years in a quality assurance or coaching role. 

∙Strong understanding of call center operations, customer service principles, and quality assurance 

  methodologies. 

∙Excellent communication and interpersonal skills, with the ability to provide constructive feedback and 

 coaching. 

∙Analytical mindset with proficiency in data analysis tools and techniques. 

∙Ability to multitask, prioritize, and work effectively in a fast-paced environment. 

∙Certifications such as Six Sigma or Quality Management certifications are a plus. 

 

Other Specific Requirement

∙Leadership skills to motivate and inspire a team towards achieving quality goals. 

∙Detail-oriented approach to identify root causes of issues and implement effective solutions. 

∙Customer-centric mindset with a passion for delivering exceptional service experiences. 

∙Flexibility to adapt to changing priorities and business requirements. 

∙Commitment to continuous learning and professional development. 

 

 about company

    • Industry: Mgmt. Consultancy / Outsourcing
    • Ownership: Private Limited
    • Address: Lagankhel, Lalitpur
    •   Visit Website

 followers

  • Manish kumar shah
  • Avishek bohora
  • Bikash Raj Das
  • Evan shrestha
  • sandeep pradhan
  • Janash Karki
  • Keshab Balayar
  • karna bahadur bk
  • binod singh bist
  • Suruchi Sharma
  • Mandip Tharu
  • Anil Kumar Yadav