Quality Analyst (Mumbai)

Quality Analyst (Mumbai)

21 Oct
|
Mahindra Rural Housing Finance (MRHFL)
|
Mumbai

21 Oct

Mahindra Rural Housing Finance (MRHFL)

Mumbai

Role & responsibilities

- Monitor and evaluate customer service and sales calls related to Home Loans.

- Review call recordings and score calls based on predefined quality parameters.

- Ensure agents follow approved call scripts, compliance requirements, and process guidelines.

- Identify gaps in communication, product knowledge, and customer handling.

- Provide feedback and coaching inputs to agents and team leaders.

- Prepare quality reports and share observations with stakeholders.

- Conduct call calibrations and maintain quality scorecards.

- Recommend improvements in call handling, customer experience, and process adherence.

- Assist in creating, updating, and implementing call scripts/SOPs whenever required.

- Track recurring customer concerns and suggest corrective actions.

📌 Quality Analyst (Mumbai)
🏢 Mahindra Rural Housing Finance (MRHFL)
📍 Mumbai

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