Manager-Human Resources

Now Hiring: Quality Analyst – BPO Operations | Location: Gurugram (Onsite)

Job Title: Quality Analyst

Work Location: Gurugram (Onsite)

Education:

• Minimum qualification: Graduate

Experience:

• 2 to 8 years of total work experience
• Minimum 2 years of experience as a Quality Analyst in a BPO (on paper) is mandatory

Key Responsibilities

• Evaluate live and recorded calls to ensure service quality standards
• Monitor and analyze: Team performance and team strength | Call duration and Average Handling Time (AHT)
• Provide structured and actionable feedback to agents
• Conduct regular call calibration sessions
• Maintain daily/weekly audit count logs
• Ensure adherence to quality frameworks and feedback mechanisms
• Perform DIP checks and maintain accuracy of quality reports
• Prepare quality analysis reports using basic Excel

Required Skills

• Excellent verbal communication in both Hindi and English
• Strong attention to detail and process orientation
• Working knowledge of Basic Excel
• Experience in call audits, feedback processes, and DIP checks

We are looking for a qualified Customer Support Executive to manage a team of representatives who will offer excellent customer service. 

To be successful as a customer support executive, you should display excellent interpersonal and communication skills as well as a professional appearance. These skills will prove invaluable when mentoring the representatives in your team and mediating with customers. An outstanding customer support executive should possess a proven track record of successful customer service and management skills. 

RESPONSIBILITIES 

• Handling customer complaints, provide appropriate solutions and alternatives within the time limit. 
• Following up to ensure proper resolution. 
• Adherence to all the SLAs 
• Mediate between clients and the organization. 
• Possessing excellent product knowledge to enhance customer support 
• Promote value through great customer experience. 

REQUIREMENTS 

• A bachelor’s degree in administration or a related field. 
• A minimum of 1-2 years' experience as a customer support executive. 
• Excellent interpersonal and written and oral communication skills. 
• Knowledge of CRM systems. 
• Computer skills. 
• Knowledge of customer success processes. 
• Patient and active listener. 
• Passion for service. 

1.Provide post-sale support to clients by guiding them through payment schedules, cost breakdowns, and ensuring a smooth transition after the purchase of property/.

2. Manage communication between clients and internal teams to resolve issues related to payments, contracts, and delivery.

3. Serve as the primary point of contact for clients, ensuring they receive timely updates on payment due dates and outstanding balances.

4. Address and resolve client concern promptly, ensuring high levels of customer satisfaction and retention.

5.Maintain accurate and up-to-date records of payments, invoices, and financial transactions.

6.Assist clients in understanding the terms of their contracts and coordinate with the finance team for accurate billing and invoicing.

7.Develop educational materials to explain complex processes such as payment terms, contract terms, or maintenance schedules.

8. Establish and nurture long-term relationships with clients through regular communication, proactive outreach, and personalized attention.

9.Handling flat modification after coordination between Client and Company 

Desirable Requirements:

1. Ability to handle a variety of position types/business groups/geographies effectively and independently
2. Ability to lead large teams and work directly with the teams on their day-to-day conversions
3. Should be able to drive and lead large customers independently thus increasing client wallet share
4. Plan, Strategize & build avenues/strategies for improvisation & scale numbers month on month
5. Requirement analysis, sourcing, interviewing, selling, salary negotiations, offering and post-offer follow-ups
6. Should have developed, driven, and executed comprehensive search strategies to recruit senior and niche Candidates in a limited Talent Pool
7. Utilized cost-effective tools to reduce average spend per hire and decrease cycle times
8. Should be able to work on capability building of the team and retaining the best talent

What you need to have:

• Strong experience in WooCommerce – Able to create easy and complex plugins, shortcodes, and widgets
• Exposure to a minimum of 3 e-commerce projects (starting with requirement gathering).
• Expert in WordPress, and other CMS platforms.
• Should have experience of working on large projects involving 10,000+ products.
• Experience in developing E-Commerce websites.
• Strong knowledge in WordPress Plugin, and PHP.
• Must have experience of building User Interfaces and Prototypes.
• Experience designing and developing responsive design websites.
• Comfortable working with debugging tools like Firebug, Chrome inspector, etc.
• Good with third-party integrations to CRM, ERP, etc.
• Knowledge of code versioning tools including Git and Bitbucket.
• Strong Experience in MySQL and Database Queries.

Experience: 2 to 5 years

Annual CTC: Rupees 4,00,000 to 6,00,000

JOB DESCRIPTION / ROLES & RESPONSIBILITY

Job Title
Customer Experience Champion

Location
Chennai, Mumbai, New Delhi, Kolkata, Hyderabad, Bangalore

Salary
INR 4,00,000 – 5,00,000 per annum

Position Summary

As a Customer Experience Champion, you will work as part of SunEdison’s Customer Experience team. This role requires a results-focused individual who can liaise with our Customer Experience, Sales and Operations teams. Further, supporting the Sales teams, to deliver high-quality service to SunEdison’s clients. This position is created for calling active and budding clients to encourage understanding of our product. Addressing clients' uncertainties, grievances, and suggestions on time. Noting important details of each conversation. Must be comfortable in presenting products or services over the phone as well as dealing with doubts. If you have a passion for delivering measurable results and client success, we want to hear from you.

The Objectives of this role include

• Directly leads all aspects of a team of a max of 10 Individual Contributors including the sales team, operations team and customer experience specialists.
• Partner closely with Sales and Operations Team in their respective region
• Ensure timely submission and follow-up on all call information submitted across businesses
• Arrange Client meetings with the Sales Team
• The goal is to help the company grow by bringing in customers and developing business
• Correspondence to clients like clarifications, queries, and other details about our business
• Convincing customers to close the lead and grow the business
• Follow up with the client, may include site visit as well
• Relationship management
• Drive to engage clients on new products and features
• Understanding customer journey thoroughly
• Coordinating customer requests with internal stakeholders (ops team, survey team)
• Coordinating customer’s requests with external stakeholders (Distribution Companies, etc)

Position Responsibility

• Contact potential or existing customers to inform them about a product or service using scripts
• Answer questions about products or the company and ask questions to understand customer requirements to close sales
• Handle grievances to preserve the company’s reputation
• Go the “extra mile” to meet sales quota and facilitate future sales
• Keep records of calls and sales and note useful information
• Directly communicating between the Client and SunEdison’s team and performance management
• Manage and coordinate inter-team-members relationships
• Team level Key Performance Indicators
• Bridge the gap between client, sales team and operations team for Solar Panels
• Noting down customer requests exhaustively
• Ultimate focus on delighting the customer
• Pulling in the relevant subject matter expert in their conversation with the customer as and when required.
• Ensuring all teams deliver to customers in their respective TAT

Position Experience

• Minimum 1-3 years of relevant experience, preferably worked in a BPO Industry, Energy Sector, B2C relationship management, customer service (servicing internal or external customers), consumer-facing sales organization handling inbound & outbound calls, CRM systems.

Position Academic Qualification

• Graduation in any discipline.

Desired Technical Skills

• MS Excel tools and Basic CRM Tools
  
  

Desired Soft Skills

• Should have attention to detail
• Communication Skills (Verbal and Written)
• Interpersonal Skills
• Analytical & Problem-Solving Skills
  
  

Language Proficiency

• English- Must Have
• Hindi/Bengali/Telugu/Assamese/Gujarati/Kannada/Marathi – Good to have

About Enroute Corporate Solutions

Incorporated in 2019: Enroute Corporate Solutions stands as one of the most promising Strategic Consulting Company which focuses entirely on the layer of business growth & profitability for our clients and customers. With our area of work into Management Consulting, Financial Audit & Process Management, Industrial Training, Marketing Conceptualization and end-to-end Human Potential Management services we term ourselves as "Strategic Consultants". With the vast experience into Management working with some of the best names in the industry, we bring plethora of service and experience onto the table which lets you choose the type of services which are customized and tailor-made according to your needs and process. Working closely with each of our client and looking at the right perspective with the appropriate approach is what we stand apart for. Innovation in ideas, aggression in approach and righteousness in the process are our prime pillars of work and business. At Enroute, we believe in giving the most innovative and best solutions for our clients which help them target and roadmap the growth in whatever we do! Our focus is completely into data-driven approach and quality.

Our Services

• HR Consulting Services (Background Verification / Psychometric Analysis)
• Talent Acquisition
• Recruitment Process Outsourcing
• Financial Planning & Consulting
• Strategic Business Consulting

Roles & Responsibilities

• Business Development & Sales
• Client Acquisition & Management
• Response Management
• Inside Sales & Field Sales
• Generating Business Prospects
• Lead Generation & Customer Relationship Management
• Online / Offline Research
• Business Collaboration

Requirements

1. 2-5 Years’ Experience into B2B Sales
2. Any Graduate / Postgraduate (Preferred with Engineering Background)
3. Good Communication Skills
4. Good B2B understanding & Written Communication Skills
5. Apt with Microsoft tools (Excel / Word / PowerPoint)
6. Go Getter & Adaptable
7. Understanding of the Market Trends & requirements

• Drive employee Engagement initiatives through effective employee connect, conduct periodic communication forums, open house forums and town hall meetings
• Should have Experience in EWS, RAG analysis, Skip level meetings, 360/90 degree programme, Managing attrition etc.
• Planning and executing festival celebration in the company for the employee engagement
• Planning and executing varied activities for employee motivation programmes
• Measure employee satisfaction and identify areas that require improvement
• Ensuring constant engagement initiatives are implemented
• To handle operational activities like filing and service logs
• Driving Performance Management Process like ADH assessment, TRP etc.
• Partnering with the shared services, operations and other stakeholders to handle day to day activities. E.g. Leaves, Transfer-Relocation, Benefits, etc.

Roles and Responsibilities-

• Employee Engagement - Ensure smooth end-to-end implementation of the assigned processes. This should cover the following activities: 
• Ensure release of engagement Calendar 
• Review and Track Status of open Actionable
• Prepare Dashboards for various employee connect initiatives
• Alert stakeholders on delays / issues
• Employee Grievance handling & providing first hand resolution to the employees
• Manage queries, issues, escalations, if any 
• Any other process/ task allocated as required
• Participate in Knowledge Sessions within or outside the Team
• Participation in events organized by company
• MIS based reports like HR SLA, Attrition, Adhoc reports etc.
• Processing resignations, Conducting Exit Interviews to ensure smooth closure of full & final settlement.