Team Lead
Role Objective Team Lead is responsible for both executing and reporting upon their core team’s work order. They are subject matter experts with a thorough understanding of team specific tools, workflows, and policies, and act as the interface between management and the operators. Should have good people management skills and drive team to meet SLA’s […]
Assistant Manager
Role Objective Assistant Manager is responsible for both executing and reporting upon their core team’s work order. They are subject matter experts with a thorough understanding of team specific tools, workflows, and policies, and act as the interface between management and the operators. Should have good people management skills and drive team and it’s Leads […]
Quality Analyst
Role Objective Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of the operators. The QA will monitor inbound calls, chats and emails responses to assess associates’ demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. Assist in developing, creating and implementing customer support quality processes and […]
Process Trainer
A Process Trainer is responsible for designing and delivering comprehensive training programs,ensuring seamless knowledge transfer through effective methodologies. They must collaboratewith stakeholders to develop, update, and refine training materials based on policy changes andoperational insights. Key responsibilities include conducting on-the-job coaching, creatingeducational resources, and organizing structured training sessions for new hires and existingemployees. Key Responsibilities: […]