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 (India)
🏢 First American
📍 India