Quality Analyst

Job Category: Banking & BFSI
Job Type: Full Time
Job Location: navi mumbai
Salary: 5-6lpa
Years of Experience: 2-4yrs


  1. Participates in design of call monitoring formats and quality standards.
  2. Performs call monitoring and provides trend data to site management
  3. Uses quality monitoring data management system to compile and track
    performance at team and individual level.
  4. Monitors email customer contacts.
  5. Participates in customer and client listening programs to identify
    customer needs and expectations.
  6. Provides actionable data to various internal support groups as needed.
  7. Coordinates and facilitates call calibration sessions for call center staff.
  8. Provides feedback to call center team leaders and managers.
  9. Prepares and analyzes internal and external quality reports for
    management staff review.
  10. Suggests training needs and developments

Education and Experience:

  1. At least 2 years of call monitoring experience, preferably from Sales /
    Voice based environment.
  2. Excellent oral, written and interpersonal communication skills.
  3. Exceptional listening and analytical skills.
  4. Intermediate level of knowledge / expertise with PC (Word and Excel).
  5. Strong knowledge of customer care processes and techniques.
  6. Demonstrated ability to work well in a team environment.
  7. Dedication to providing exceptional customer service.
  8. Absorb the Home Loan Product Knowledge and keep self updated about
    the competition.

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