Quality Analyst - Call center
eSewa Fonepay Pvt. Ltd., is a wholly owned subsidiary of F1Soft International Pvt. Ltd., F1Soft Group is an innovation engine in digital finance that is helping simplify the lives of millions of Nepalis. Since inception in 2004, we have been helping build a digital ecosystem that connects the Nepal population to essential financial services in simple, affordable and secure ways. The F1Soft Group comprises businesses in several verticals that enable digital transformation and contribute to ecosystem development. Our solutions cater to mobile financial services, eHealth, EduTech, InsureTech, and eCommerce, among others. With over 600 employees, we are Nepal’s leading FinTech company and the highest tax payer in the IT sector. By 2023, we aim to be among the country’s top 5 businesses in terms of revenue and workforce. eSewa App is available for both iOS and Android devices and it's primary web portal is www.esewa.com.np.
Details / requirements:
Quality Analyst - Call center
Job Description:
- Able to prepare the report from raw data and summarize them.
- Monitor both inbound and/or outbound calls quality on regular basis.
- Should be a team player and take care of call quality performance.
- Evaluate the agents and share feedback within timelines
- Understand the concept and do timely Call calculation for each assigned workflow
- Conduct deep dive/Root Cause on Voice of end customer
- Focus on bottom performers and work on their performance, create improvement plans for error
Job Specification:
- Must have Bachelor’s Degree in any related field.
- 2 or 3+ years’ experience in Customer support/ Call Centre Field.
Overview
| Category | Customer Service |
| Openings | 1 |
| Experience | 2+ years |
| Education | Graduate (Bachelors) |
| Posted Date | 12 Nov, 2018 |
| Apply Before | 12 Dec, 2018 |
| City | Kathmandu |