Call Monitoring Listen to and assess recorded or live calls to evaluate employee performance based on predefined quality metrics such as communication skills adherence to scripts compliance with regulations and resolution efficiency Feedback and Coaching Provide constructive feedback to employees highlighting areas of improvement and recognizing high-quality performance Reporting Compile and maintain reports on call quality assessments track performance trends and suggest areas for improvement Compliance Ensure that all calls comply with company policies legal requirements and customer service standards Calibration Sessions Participate in calibration sessions with team leaders and managers to ensure consistency in evaluation methods and expectations Training Recommendations Collaborate with the training team to suggest training programs for employees based on quality assessment outcomes Continuous Improvement Identify common issues in customer interactions and provide input to improve processes scripts and customer experience Customer Satisfaction Work closely with the operations team to ensure customer satisfaction and service level agreements SLAs are met or exceeded Qualifications Experience 1 to 2 years in a similar Quality Control role preferably within the BPO banking sales or sales sector Skills Solid listening and analytical skills to evaluate calls accurately Excellent communication and feedback delivery Proficiency in quality assessment tools and CRM systems Ability to work in a fast-paced environment and manage multiple tasks Job Type Full-time Pay 20 000 00 - 30 000 00 per month Work Location In person

📌 Mis Executive (Maharashtra)
🏢 BDS Services
📍 Maharashtra