CQM - Call Quality Assurance Analyst
First American Title · Hyderabad · onsite · Posted 55d ago
Not disclosed2–6 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
- 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.
- Monitors all email responses.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers (if required to the individuals).
- Prepare and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.
- Involves in creating goals for Process lead and team members.
- Identify the individual who is not meeting the performance standards and bring it to the attention of Process lead and Manager s attention.
- Should be capable of recommending corrective action plans to improve the individual performance by thoroughly analyzing the training need analysis
- Meet/ exceed the set targets (output quality) on daily/weekly/ monthly basis
- Call monitoring and providing actionable insights
- Design and use evaluation forms to capture insights from call monitoring and customer interactions
- Excellent problem-solving and issue resolution
- Follow and implement all corporate polices procedures
- Solid analytical skills and technical comprehension
- Maintaining overall team morale motivation.
- For attendance, attrition leave management
Sourced from foundit
Skills
Call MonitoringQuality AnalysisProblem Solvingcustomer feedbackPerformance TrackingReport Preparation
About First American Title
First American Title
Insurance
3.5k+
employees
1889
137 years old
Bengaluru, Karnataka
India
₹4.8L PA avg
Avg at First American Title
About
First American Title Insurance Company streamlines real estate transactions, providing title insurance and settlement services to various stakeholders.
Industries
InsuranceFinancial Services
Employee ratings
10 reviews
4.2/ 5
Culture
4.7
Career growth
3.7
Work-life
4.5
Employees rate it well for
Overall Company42Company Culture41
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