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
- Skilled 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

📌 Urgent Opening For Call Quality/Call Monitoring-Leading NBFC (Mumbai)
🏢 Edelweiss Financial Services
📍 Mumbai