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Job Description

  • · Monitor calls and evaluates Quality Audit form.

    · Identify improvement points and provide actionable insights to the agents.

    · Track progress of the agents assigned to them.

    · Conduct feedback sessions to explain the pain points of the agent and suggest improvements.

    · Maintain audit report and agent progress report.

    · Conduct analysis session with the Team Leader to discuss issues and trends of their team.

    · Make outbound sales calls related to the assigned process.

    · Conduct mock call sessions and assessments for the training team.

    · Attend calibration sessions to ensure that the Quality Audits are as per guidelines.

    · Raise any scenarios/cases which fall under non-compliance of quality.

    · Conduct disposition wise analysis.

    · Present Root Cause Analysis for their agent’s escalations.

    · Ensure Staffing, AHT, Break adherence expectations are met on a daily basis.

    · Identify and suggest process improvements.

Industry:BPO/ITES

Functional Area:ITES / BPO / KPO / Customer Service / Operations

Job Category: Quality

Job Role:Quality Coach

Skills

Quality Audit form Quality Testing Call Monitoring Call Auditing Excellent Communication skills.

Desired Candidate Profile

We are looking for the candidate as Quality Analyst with minimum 6-months experience in Quality Testing, Call Monitoring and Call Auditing with Excellent Communication skills. 6 months to 2 yrs of experience as other mandatory. Experience from call quality analyzing only

Education -

Any Graduate,Any Postgraduate,Doctorate Not Required

About Company

IndiaLends is a Financial technology startup based in New Delhi. Our aim is to make financial products affordable and easily accessible to the common man. Our team consists of experienced finance professionals with over 7-12 years of experience from top-notch institutions such as IIT, LBS, IIM, Stephen's, LSE and various global banks.

We are an online platform that provides our customers with products and services such as personal loans, unsecured loans, installment loans, and credit cards. We connect borrowers with lenders to help them get the best deal possible. We also provide value-added services to our customers such as big-data analytics, credit risk assessment and verification, and automated work-flows for loan origination and management.

What makes our products attractive are the affordable interest rates and simplified procedure which has set us free from the traditional time consuming and complex financial processes. 

At IndiaLends, They provide their customers with:

  • Instant and affordable loans
  • Quick and easy online application process
  • Secure database where all the information is in safe hands
  • Short disbursal times
  • Highly trained customer representatives to help at every step of the online application



Contact Details

Recruiter Name : Nikhil

Email id: nik_ufo1@mail.com

Mobile No: 9555326317

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