Call Audit Analyst
- MONEYLICIOUS INVESTMENTS AND CONSULTING SERVICES PRIVATE LIMITED
- Remote
- 1 - 3 Yrs
- 3.00 - 4.00 LPA
Job description
Role & responsibilities
Monitoring any and all types of business transactions with end users and relevant customers with a high degree of accuracy.
Adhering to the periodic quality monitoring targets set for each sampling type assigned.
Timely, accurate and effective feedback and mentoring to agents based on the transactions monitored. Ensuring the agents are aligned to the Voice of the Customer and understand the monitoring standards clearly
Identify, Analyse, Suggest, Develop, Implement and Evaluate solutions to boost customer experience and reduce customer effort or pain.
Prepare accurate and Timely MIS/reports based on agreed periodicity.
Ensuring continuous and consistent calibration of self for any changes in the process or quality SOPs.
Partnering with the training team to facilitate new hire orientation sessions on quality.
Preferred candidate profile
At least one year of experience as a QA/CSR in the service Industry, with a solid track record in a Customer Service role and basic knowledge about Quality.
Intermediate proficiency on MS Excel and PowerPoint
Language Proficiency - English, Hindi.
A strong and customer centric mind-set with good interpersonal skills.
Ability to successfully operate in a fast paced, team environment.
Bias free approach, logical thinking, natural eye for detail, passion for driving results and love for quantitative decision making.
Experience in a Customer Service environment with exposure to Inbound or outbound.
Ability to multi-task and grasp new concepts in a short time frame with limited direct supervision.