Quality Analyst Mahape Navi Mumbai Bank Payroll

Roles and Responsibilities

Participates in design of call monitoring formats and quality standards for BFSI process.
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 Read more