Urgent Opening For Call Quality/Call Monitoring-Leading NBFC

Role & re

Key Responsibilities

Call Monitoring & Evaluation

• Conduct regular audits of customer calls, including inbound and outbound interactions.
• Evaluate calls against defined quality parameters such as:
• Greeting & Opening
• Communication Skills & Tone
• Customer Verification & Compliance
• Listening Skills
• Product & Process Knowledge
• Script Adherence
• Resolution Accuracy
• Professional Conduct & Empathy
• Maintain quality scorecards and audit records.

Feedback & Coaching

• Provide detailed feedback to agents based on audit findings.
• Conduct one-on-one coaching sessions to improve performance.
• Identify recurring knowledge or behavioral gaps and recommend training interventions.
• Work closely with Training and Operations teams to improve service quality.

Compliance & Process Adherence

• Ensure adherence to regulatory, compliance, and company guidelines during customer interactions.
• Identify critical errors and compliance breaches.
• Escalate high-risk observations to management.

Quality Reporting & Analytics

• Prepare daily, weekly, and monthly quality MIS.
• Track key metrics such as:
• Quality Score
• Compliance Score
• Critical Error %
• Customer Experience Score
• Repeat Error Trends
• Present findings and improvement recommendations to stakeholders.

Customer Experience Management

• Analyze customer complaints, escalations, and call trends.
• Identify opportunities to enhance customer satisfaction and FTR (First Time Resolution).
• Participate in quality improvement projects and process reviews.

Desired Candidate Profile

Education

• Graduate in any discipline.
• Certification in Quality Management / Customer Service Quality will be an added advantage.

Experience

• 37 years of experience in Call Quality, Customer Service Quality, BPO Quality, or Contact Center Operations.
• Experience in banking, NBFC, financial services, telecom, insurance, or customer support environments preferred.

Required Skills

• Strong call auditing and quality evaluation experience.
• Excellent communication and listening skills.
• Knowledge of QA scorecards and calibration processes.
• Understanding of customer service standards and compliance requirements.
• Strong analytical and reporting skills.
• Proficiency in Excel, PowerPoint, and MIS reporting.
• Ability to provide constructive feedback and coaching.

Key Performance Indicators (KPIs)

• Quality Audit Completion %
• Quality Score Improvement
• Critical Error Reduction %
• Compliance Adherence %
• Coaching Effectiveness
• Customer Satisfaction (CSAT) Improvement
• Reduction in Repeat Customer Complaints
• Calibration Accuracysponsibilities

Preferred candidate profile