Quality Analyst - Lead Management System
Job Description
Roles & Responsibilities:
- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Monitors email customer contacts.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Suggests training needs and developments
Location:
Mahape, MumbaiExperience:
3 - 4 years
Salary Range:
As per industry standard
Functional Area:
Quality Assurance/Quality Control Executive
Employment Type:
Permanent
Desired Candidate Profile:
- At least 3 years of call monitoring experience, preferably from Sales / Voice based environment.
- Excellent oral, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Intermediate level of knowledge / expertise with PC (Word and Excel).
- Strong knowledge of customer care processes and techniques.
- Demonstrated ability to work well in a team environment.
- Dedication to providing exceptional customer service.
- Absorb the Home Loan Product Knowledge and keep self updated about the competition.
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“My tenure with HDFC Sales has been eventful and fulfilling. I was
assigned the role of a ’Subject Matter Expert‘. Meanwhile, I was detected with a severe
medical condition which impacted my personal and professional life for around a year. Due to
the flexible working environment and extended support by my peers and manager, I was able to
see through my situation.”
