Tata Group Hiring For VOICE-SUPPORT at Mumbai Full Time

Skill: 1: International Voice- Team Lead
– 6 year to 10 years of experience in International Voice,Customer Service.
– 2-3 years of experience as a lead in a customer serviceprocess.
– Good team handling skills and strong in customer handling.
– Strong in managing Metrics and KRA’s.
– Good communication skills
– Local candidates from Mumbai
– Shifts- Comfortable to work in Australian Shifts
Skill 2: Quality Analyst
– 4 to 7 years of quality analyst experience.
– Any graduate
– Local candidates from Mumbai
– Shifts: Comfortable to work in Australian Shifts
– Listen (for Voice), observe and evaluate calls (chattranscripts, for chat) made by customer front-facing agents
– Rate voice / chat customer interaction using qualityrating criteria
– Provide feedback through assessment, identification ofrisks and recommendations, analysis
– Report timely insights to stakeholders and operationsleaders quality data used for team leader performance coaching
– Participate in depth quality assurance insight and causalanalysis as required. Present and report trends in current performance topredict quality outcomes.
– Good communication skills
Skill 3: Trainer
4 to 7 years of quality analyst experience.
Any graduate
Local candidates from Mumbai
Shifts- Comfortable to work in Australian Shifts
Facilitate account and TCS-specific training programs (mayinclude omni-channel: Voice, Chat, SMS, Email, Back-office)
Conduct Training Needs Analysis (TNA)
Develop training materials (i.e. session plan, contentpresentation, etc.) as required