- 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

📌 CQM - Call Quality Assurance Analyst (Secunderabad)
🏢 First American
📍 Secunderabad