Our Job Offers

Grade: 8

Location: ABS

INTERPERSONAL SKILLS: 

Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity.

TECHNICAL SKILLS: 

Analytical – Computer.

LANGUAGE SKILLS:

English: B2

PROFESSIONAL EXPERIENCE:  2-3 years

KEY RESPONSIBILITIES:

• Monitor either remotely or on a recorded basis and evaluate agents, team leaders & Trainers' performance (script, data, process consistency, product knowledge, and behavior) for all transactions to ensure quality service.
• Implement quality assurance standards, evaluate the adequacy of quality assurance and standards
• Oversee all verification processes (Calibrations, Quizzes, tests or certifications & quality induction).
• Identify failures and potential failures to recommend action plans/preventive actions and communicate results with the concerned management.
• Identify quality variations from metrics and documents related to quality issues/cases.
• Validate and brief investigations team when required and ensure accurate meaningful reports are prepared within previously agreed timescales and support and advise project’s stakeholders in all issues relating to quality compliance
• Carry out the responsibility of gauge scoring for quality executives, team leaders, and trainers.
• Analyzing and correlating C-sat and Quality Data to provide a root cause for the needed KPIs
• Meet with stakeholders to provide an effective action plan 
• Following up on the action plan fulfillment, accuracy, and Impact

RAYA CX provides next-generation customer support on behalf of clients across verticals. Our end-to-end customer experience journey is supported by the latest technology and the most skilled and passionate people. RAYA has been the most preferred partner of customer service, technical support, and global services for Fortune 1000 companies across North America, Europe, the Middle East, and Africa since 2001. Delivering from the most competitive and highly skilled labor markets, RAYA provides an array of integrated business process outsourcing solutions supported by robust strategies, continuous improvement, and innovation.

Responsibilities:

• Manages an assigned geographic sales area or product line to maximize sales revenues and meet corporate objectives.
• Develop a growth plan focused both on financial gain and customer satisfaction through promoting the company’s products/services addressing or predicting clients’ objectives.
• Prepare sales contracts ensuring adherence to law-established rules and guidelines.
• Build long-term relationships with new and existing customers.
• Generate Sales in ITES / BPO / BPM / BPS / Contact Centre Services & IT Solutions selling.
• Meet or exceed quarterly and yearly sales targets mutually agreed upon.
• Develop strong, long-term relationships with C level executives, existing & new clients.
• Meet or exceed sales revenue, sales profitability, new customer acquisition, and customer satisfaction goals in assigned region.

Qualifications:

• Bachelor’s degree in business administration, Marketing, or a related field. MBA is a plus.
• Have minimally 3 years of experience in sales and business development.
• Proven track record of achieving sales targets and driving business growth.
• Excellent negotiation, communication, and presentation skills.
• Experience of selling on/offshore blended projects Services Offerings.
• Proven history of new account sales achievement & growing existing accounts across industries.

Key Competencies:

-Strategic thinking and planning.

-Strong business acumen and market insight.

-Excellent interpersonal and relationship-building skills.

-Results-oriented with a proactive approach.

-Ability to adapt to a fast-paced and dynamic environment.