1.Review quality of work performed by staff through live monitoring and use of call recording systems and applications.
2 . Identifies training needs and communicates needs to the training department as needed
3.   Uses quality monitoring data management system to compile and track performance at team and individual level
4. Provides actionable data to various internal support groups as needed.
5. Provides feedback to call center team leaders and managers.
6. Create and maintain standardized work flows and procedures. Provides recommendations for change and participates in analysis of work flows and procedures to improve accuracy/efficiency.
7.   Prepares and analyzes internal and external quality reports for management staff review.
8.    Need to receive Bottlers Nepal Calls
9.  Need to prepare required reports for Bottlers Nepal and Smart Call Evaluation on Weekly and Monthly basis.
10. Perform other related duties as assigned.

1. Experience: Minimum 2 years’ experience in Call Center as CSR
2.Excellent verbal, written and interpersonal communication skills
3. Able to counsel the agents regarding their performance
4. Must be self-motivator and self-starter
5. Exceptional listening and analytical skills
6. Must be able to effectively deal with people at all levels inside and outside of the Company
7. Creative ability & writing proficiency (including Emails)
8. Ability to multitask and successfully operate in a fast paced, team environment
9. Must be proficient with Microsoft Office (intermediate Word, basic Excel)

Bachelors or above.

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