A stock broking firm with office in Goregaon East , Mumbai is hiring for Quality Call Analyst Profiles .

Min experience -6 mnths

Dayshift only , 6 days a week

Job Description:

1. Perform call/email/chat monitoring and responsible for assessing the quality of the performance of our associates who deal with our existing and potential customers.

2. Use a quality monitoring data management system to compile and track performance at team and individual level.

3. Ensure that Standard Operating Procedures (SOPs) are always followed to deliver consistent service internally and to all customers .Actively look for improvements to enhance the customer's experience.

4. Identify and give constructive feedback on agent shortcomings in soft skills and process knowledge.

5. Auditing calls based on set parameters and CTQ’s.

6. Hygiene audits to ensure that there are no deviations from the process.