Customer Service Executive

 Monitor and evaluate inbound and outbound calls for quality and compliance.

 Provide feedback and coaching to agents to improve performance and

customer experience.

 Prepare and maintain quality reports and dashboards for management review.

 Identify gaps in processes and recommend improvements to enhance service

delivery.

 Ensure adherence to company policies, regulatory guidelines, and customer

service standards.

 Collaborate with training teams to address skill gaps and improve agent

performance.

 Conduct regular audits and share insights for continuous improvement.

Skills & Competencies:

 Strong communication and interpersonal skills.

 Analytical mindset with attention to detail.

 Ability to work in a fast-paced environment and manage multiple priorities.

 Proficiency in MS Excel and reporting tools.

 Knowledge of contact centre operations and quality frameworks (preferred).

Key Attributes:

 Education: Graduate (Any discipline)

 Experience- Minimum 6 months in Service Quality or similar role within a

Contact Centre

 Location - Thane