Job type full-time
Full job description
Opening: 2 nosJob id: 28903 employment type: full time reference: work experience: 2.0 year(s) to 8.0 year(s) ctc salary: not disclosed by recruiter function: production / maintenance / quality industry: banking/financial services/broking/trading qualification: any - any graduation location:
Analysis and editing, kra, conducting quality audits, dip checks, feedback sessions, calibration, live barge, providing training to agents on quality parameters, publish quality report and, rca as kpi,
Process contribution by achieving my targets and to make sure that advisors are doing whatever client & business has settled to achieve.
Providing quality assurance expertise to teams and handle independently the entire flow of feedback mechanism.
Analyzing calls taken by agents through call evaluations with high degree of accuracy and giving feedback to the agents.
Handling calibrations calls with clients, external team and in internal process.
Handling refresher training sessions on product & soft skills for the agents to ensure perfection.
Conducting collective & individual quality feedback sessions for agents on areas of improvementHandling briefings, dipsticks & quality sessions of team
The qa will monitor inbound & outbound calls and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to university policies and procedures.
This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials.
Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Performs monitors of customer care email responses.
Leads and participates in customer surveys 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.
Prepares and analyzes internal and external quality reports for management staff review.
Handling of quality database of department
Maintenance of documentation / records
Coordinate and do necessary follow up with faculty coordinators for required information, as and when necessary
Any other functions or duties that may be assigned from time to time.
Key skills :
The company is a leading fintech firm catering the need of underserved and unserved individuals using highly evolved machine learning toolsOne of the pioneers in the space of digital lending, the company has seen tremendous growth in unsecured personal loans (pl) within a very short span.
Bnpl (buy now pay later) is another product they have already started making mark into.
The company is funded by kalaari capital and matrix partners.
Posted 30+ days ago