Microtek International Pvt Ltd.
Service Quality Executive (Call Center Operations)
Microtek International Pvt. Ltd. is a leading technology innovator in India’s power backup industry. With eight manufacturing plants, Microtek incorporates cutting‑edge technology into products tailored for household consumers and the industrial sector. Their product lineup includes UPS, inverters, solar products, and stabilizers.
We’re Hiring | Service Quality Executive (Call Center Operations)
Are you passionate about customer experience, service excellence, and performance management? Do you enjoy working with call center teams and driving quality through data and process improvements? If yes, we’d love to hear from you!
Location: [Mention Location] Function: Service Operations / Customer Experience
Key Responsibilities
Oversee day‑to‑day call center operations to ensure seamless customer support.
Manage and monitor KPIs of outsourced call centers (AHT, TAT, FCR, CSAT, call quality, productivity, etc.).
Drive service excellence by implementing quality standards, SOPs, and best practices.
Conduct regular performance reviews with outsourced call center partners and ensure SLA adherence.
Analyze call data, dashboards, and reports to identify gaps and improvement areas.
Lead call audits, quality evaluations, and root‑cause analysis for service issues.
Work closely with internal service, CRM, and field teams to close feedback loops.
Support training needs, refresher programs, and process improvements for call center agents.
Handle escalations related to customer experience and ensure timely resolution.
Prepare and present weekly/monthly performance reports to management.
Desired Skills & Competencies
Strong understanding of call center metrics and quality frameworks.
Experience in managing outsourced / BPO call center operations.
Data‑driven mindset with good analytical and reporting skills.
Excellent communication, stakeholder management, and coordination skills.
Customer‑first attitude with a focus on continuous improvement.
Qualification & Experience
Graduate.
3–6 years of experience in service quality, call center operations, or customer experience.
Experience in after‑sales service call center is must.
Referrals increase your chances of interviewing at Microtek International Pvt. Ltd. by 2x.
#J-18808-Ljbffr
We’re Hiring | Service Quality Executive (Call Center Operations)
Are you passionate about customer experience, service excellence, and performance management? Do you enjoy working with call center teams and driving quality through data and process improvements? If yes, we’d love to hear from you!
Location: [Mention Location] Function: Service Operations / Customer Experience
Key Responsibilities
Oversee day‑to‑day call center operations to ensure seamless customer support.
Manage and monitor KPIs of outsourced call centers (AHT, TAT, FCR, CSAT, call quality, productivity, etc.).
Drive service excellence by implementing quality standards, SOPs, and best practices.
Conduct regular performance reviews with outsourced call center partners and ensure SLA adherence.
Analyze call data, dashboards, and reports to identify gaps and improvement areas.
Lead call audits, quality evaluations, and root‑cause analysis for service issues.
Work closely with internal service, CRM, and field teams to close feedback loops.
Support training needs, refresher programs, and process improvements for call center agents.
Handle escalations related to customer experience and ensure timely resolution.
Prepare and present weekly/monthly performance reports to management.
Desired Skills & Competencies
Strong understanding of call center metrics and quality frameworks.
Experience in managing outsourced / BPO call center operations.
Data‑driven mindset with good analytical and reporting skills.
Excellent communication, stakeholder management, and coordination skills.
Customer‑first attitude with a focus on continuous improvement.
Qualification & Experience
Graduate.
3–6 years of experience in service quality, call center operations, or customer experience.
Experience in after‑sales service call center is must.
Referrals increase your chances of interviewing at Microtek International Pvt. Ltd. by 2x.
#J-18808-Ljbffr