Travel Requirement

Role Balance

Frequency Everyday

Locations

Domestics

People – percentage of time getting things done through others

20%

Scheduling – planning, coordinating

20 %

Technical – delivering based on knowledge and skills

60%

Key Accountabilities

Measured by

Time Spent on each KPI

1.Improving overall Call Centre efficiency

• Assess the quality of the performance of our call centre associates who deal with our existing and potential donors.
• Monitor inbound and outbound call responses to assess associates’ technical accuracy, customer service performance, and conformity to organization’s policies
• Ensuring that call centre agents provide excellent customer service in keeping with the organizational objectives
• Enhance the quality of service to donors and improve close rates
• Periodically evaluate agents’ communication, product knowledge and problem-solving abilities with Scorecards consisting on multiple parameters
• Prepare / Maintain / Update Quality Score sheets with the required scoring parameters for every Inbound and out bound process with a legend document behind it
• Document quality assurance activities and creating audit reports.
• Scheduling feedback sessions and making recommendations for areas of improvement on an individual basis as seen fit. (Planning feedback mechanism on monitored calls and schedule it according to the business requirement)
• Schedule periodic trainings and refresher sessions for equipping the participants with the confidence to raise funds and communicate effectively on what is happening on the ground (AP)
• All process scripts to be visited on a regular basis and to be updated with the latest process changes.
• Inbound and outbound calls to be monitored by listening to live calls, recorded calls or side-by-side burning

55%

• Assess Department-wise Training requirements and conduct calibration sessions with necessary stakeholders
• Develop delivering efficiency for fundraisers & associated staff

2. Create Project / Process Knowledge Bank

• Cordially work in partnership with the operations team for updated project information periodically.
• Closely work with the creatives team to come up with project maps and updated project profiles
• Participate in generating success stories from AP’s periodically.
• Disseminating the project updates and information to the respective process teams in a timely manner
• Create and maintain Process & Product Manuals.

10%

3. Training / Training Coordination

• Training need analysis to be done accordingly to the skill sets / process roles
• Create training modules to train and assess agent’s performance regularly
• Creating training materials and operating manuals.
• Design, plan, schedule, implement, evaluate trainings for RM staff at all levels
• Schedule periodic trainings and refresher sessions for equipping the participants with the confidence to raise funds and communicate effectively on what’s happening on the ground (AP)
• Train new Joiners in RM processes and ensure periodic certification of all roles
• Feedback of the trainings to be maintained / stored for audit purposes
• Field experiences and success stories to be captured and shared during trainings
• All physical requirements to have a successful training session for all participants in liaison with all stake holders to be adhered to effectively
• To work / coordinate with external trainers if the process requires to, for the organisation’s benefit

25%

4. Leading Vs Lagging performance Indicators

• Present the call audit quality scores to the management to identify issues and process / performance gaps
• Making recommendations for improvement.
• From time to time check with the associates on the updated project information.
• Department wise Quality improvement stats and related reports like certified, PIP etc records for management
• Preparing and presenting the data shared from the projects to all process stakeholders.
• Certification for each staff including key behaviours that drive sales and improved customer experience

10%

Role Requirement

Skills

(the leadership skills to do the job)

• Language proficiency, preferably Hindi, Tamil and English.
• Strong Analytical skill - Keep Accurate and Up-to-Date Records, Log, Record, Itemize, Collate, Tabulate Data.
• Listening skill - Measure Proficiency, Quality, or Validity, Check and Double-Check.
• Verbal & Written Communication Proficiency
• Flexibility/Adaptability – Hours of availability
• Interpersonal skills - effectively communicate, interact, and work with individuals and groups
• Problem solving – Identify the problem and gaps and suggest solution.
• Mentor - Educate, Guide, Coach or Counsel a Less Accomplished or new tele-callers.

Knowledge & Qualifications (the specific qualifications and knowledge required)

• Bachelor degree with at least 4 years of experience.
• Quality Principles if any, NLP, TA, BPO experience or any other will be added advantage
• Certificate in quality assurance is a plus.
• Previous experience in quality assurance or a similar field.
• Working knowledge of tools, methods, and concepts of quality assurance.

Experience (the experience gained - including environment, timeframe and context)

• 4 years’ experience in doing actual training and similar roles.

Other

Very Good in Power point, MS Office skills like Excel & Word mandatory

• Staff must be capable of making new PPTs with valid data and graph to show the trend
• Word files with TOCs
• Excel with Pivot, Basic Formulas and v/h-lookup

Location

Chennai and willing to travel to our call centre across India

Important Functional Relationships:

List below all the contacts required in this position in order to efficiently accomplish the objective of the position.

Contacts

Reason for Contact

Frequency of Contact (Daily, Weekly, Monthly)