Call Center Quality Executive

Essential Roles and Responsibilities:

 Perform call monitoring and develop process improvements to improve the quality and effectiveness of calls.

 Provide feedback to associates regarding the calls and leads.  Work with supervisors and management to ensure that all the Business development professionals are meeting the quality standards.

 Create reports documenting errors and issues for fixing.

 Coordinate and facilitate call calibration sessions.

 Participate in designing call monitoring formats and provide trend data to the management team.

 Conduct Hygiene checks and Root cause analysis

 Conduct regular Audits check on team and daily governance.

 Grooming of team members.

 Uses quality monitoring data management system to compile and track performance at team and individual level.

 Provides feedback to call center team leaders and managers.

 Prepares and analyses internal and external quality reports for management staff review

Job Type: Full-time

Salary: ₹25,000.00 - ₹30,000.00 per month

Benefits:

Health insurance
Provident Fund
Schedule:

Day shift
Supplemental pay types:

Performance bonus
Ability to commute/relocate:

Navi Mumbai, Thane - 400703, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Education:

Bachelor's (Preferred)
Experience:

Call Monitoring: 1 year (Preferred)
Call Quality: 1 year (Preferred)
total work: 1 year (Preferred)
Language:

Hindi, English, Marathi (Preferred)