1. Quality Assurance for Calls and Emails

Objective: Ensure the highest quality of customer interactions through calls and emails, maintaining consistency, professionalism, and accuracy.

• Call Monitoring and Evaluation:
• Review and assess inbound and outbound calls for quality assurance purposes.
• Provide feedback to customer service representatives (CSRs) based on call evaluations.
• Ensure adherence to call scripts, policies, and procedures.
• Email Monitoring and Evaluation:
• Review and assess email communications for clarity, professionalism, and accuracy.
• Provide feedback to CSRs on email correspondence.
• Ensure compliance with email templates and response guidelines.
• Quality Metrics:
• Develop and maintain quality scorecards and metrics.
• Report on quality trends and areas for improvement.
• Set quality benchmarks and targets for the team.

2. Training and Development

Objective: Enhance the skills and knowledge of the customer service team through continuous training and development.

• Training Programs:
• Develop and conduct training sessions for CSRs on call and email etiquette.
• Provide training on dental terminology and procedures relevant to the lab's services.
• Continuous Improvement:
• Identify training needs based on quality evaluations.
• Create and update training materials and manuals.
• Monitor the effectiveness of training programs through performance assessments.

3. Public Speaking and Presentation Skills

Objective: Effectively represent the lab in virtual meetings with dental offices, showcasing products and services.

• Presentation Preparation:
• Develop and organize presentations for virtual meetings with dental offices.
• Ensure content is accurate, engaging, and tailored to the audience's needs.
• Public Speaking:
• Conduct virtual presentations with confidence and clarity.
• Address questions and concerns from dental office representatives effectively.
• Demonstrate deep knowledge of dental products and services offered by the lab.
• Meeting Facilitation:
• Coordinate and facilitate virtual meetings, ensuring smooth execution.
• Follow up on action items and feedback from meetings.

4. Customer Feedback and Satisfaction

Objective: Gather and analyze customer feedback to improve service quality and customer satisfaction.

• Feedback Collection:
• Implement mechanisms for collecting customer feedback from calls, emails, and virtual meetings.
• Analyze feedback to identify trends and areas for improvement.
• Actionable Insights:
• Develop action plans based on feedback to address service gaps.
• Collaborate with other departments to implement improvements.

5. Reporting and Documentation

Objective: Maintain accurate records and provide regular reports on quality assurance activities and performance.

• Documentation:
• Document all quality evaluations, feedback, and training sessions.
• Maintain records of customer interactions and feedback.
• Reporting:
• Provide regular reports on quality metrics and improvement initiatives.
• Present findings and recommendations to management.

Required Skills and Qualifications

• Dental Background:
• Knowledge of dental procedures, terminology, and industry standards.
• Experience working in a dental office or dental-related role is preferred.
• Quality Assurance:
• Experience in quality assurance for customer service calls and emails.
• Strong analytical skills for evaluating customer interactions.
• Communication Skills:
• Excellent verbal and written communication skills.
• Proficiency in public speaking and presentation skills.
• Customer Service:
• Understanding of customer service principles and practices.
• Ability to handle customer inquiries and resolve issues effectively.
• Technical Proficiency:
• Familiarity with call monitoring software and email management systems.
• Proficiency in using virtual meeting platforms (e.g., Zoom, Microsoft Teams).

Performance Metrics

• Quality Scores:
• Maintain an average call and email quality score above a specified threshold.
• Training Effectiveness:
• Improvement in CSR performance post-training.
• Customer Satisfaction:
• High customer satisfaction ratings from feedback surveys.
• Presentation Success:
• Positive feedback from dental offices on virtual presentations.

Night Shift - International Process

Job Location - Andheri