Quality Analyst,Mumbai, Maharashtra, India

Quality Analyst Mumbai

Quality Assurance Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company 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 as needed to enhance the overall customer’s experience.


· Participates in design of call monitoring formats and quality standards.

· Performs call monitoring and provides trend data to site 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.

· Participates in customer and client listening...

Company Name: Narsee Monjee Institute of Management Studies (NMIMS)

Job details



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