Univia Pvt. Ltd. is seeking a detail-oriented and enthusiastic individual to join our team as a Junior Quality Assurance (QA/QC) professional for our agriculture-focused call centre operations. This role offers an exciting opportunity to apply your knowledge in agriculture while contributing to quality assessment, training, and process improvement within a dynamic work environment.
Responsibilities:
Quality Assessment:
- Assist in evaluating the quality of telecallers’ interactions related to agriculture products and services, ensuring adherence to scripts and compliance with guidelines.
- Learn to measure key performance indicators (KPIs) such as accuracy, professionalism, and customer satisfaction in the agriculture sector.
Training and Coaching:
- Support in organizing and conducting training sessions tailored to enhance telecallers’ understanding of agricultural products and communication skills.
- Provide feedback and participate in coaching sessions to help telecallers improve their performance in agriculture-specific contexts.
Script and Process Improvement:
- Collaborate with senior team members to refine call scripts and standard operating procedures (SOPs) specific to agriculture, aiming to improve overall call quality and customer engagement.
- Assist in implementing industry best practices in agriculture call centre operations.
Performance Analysis:
- Learn to analyze data and performance metrics related to agriculture calls to identify trends, patterns, and areas for improvement.
- Contribute ideas to develop strategies for continuous improvement based on analysis findings in the agriculture domain.
Quality Reporting:
- Assist in preparing regular reports summarizing quality assessment findings, trends, and recommendations specific to agriculture-related calls.
- Support in communicating insights to relevant stakeholders in the agriculture sector.
Compliance Monitoring:
- Participate in monitoring telecallers’ adherence to legal, regulatory, and company policies related to agriculture products and services through audits.
- Maintain records to ensure compliance with industry standards in agriculture call centre operations.
Documentation and Team Collaboration:
- Help maintain detailed records of quality assessments, training activities, and coaching sessions focused on agriculture.
- Collaborate effectively with team members and contribute to addressing quality-related issues and implementing corrective actions in the agriculture context.
Requirements:
- Education: Bachelor’s degree in agriculture, agronomy, or a related field preferred.
- Experience: Minimum 1 to 2 years of experience in an agriculture call centre or
- customer service role.
- Communication Skills: Good verbal and written communication skills to provide feedback and assist in training sessions tailored to agriculture.
- Analytical Skills: Basic analytical skills to interpret data and assist in identifying improvement opportunities in agriculture call centre operations.
- Attention to Detail: Ability to pay attention to detail to ensure adherence to agricultural scripts and guidelines.
- Team Player: Willingness to work collaboratively within a team environment, particularly in agriculture-focused initiatives.
Join Univia Pvt. Ltd. and embark on a career where you can apply your agriculture expertise to maintain and enhance the quality of our telecallers’ interactions in the agriculture sector, ensuring exceptional service delivery and customer satisfaction.