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Quality Analyst - Lead Management System



Job Description

Roles & Responsibilities:

  • 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 email customer contacts.
  • 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.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Suggests training needs and developments


Location:

Mahape, Mumbai

Experience:

3 - 4 years


Salary Range:

As per industry standard


Functional Area:

Quality Assurance/Quality Control Executive


Employment Type:

Permanent


Desired Candidate Profile:

  • At least 3 years of call monitoring experience, preferably from Sales / Voice based environment.
  • Excellent oral, written and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Intermediate level of knowledge / expertise with PC (Word and Excel). 
  • Strong knowledge of customer care processes and techniques.
  • Demonstrated ability to work well in a team environment.
  • Dedication to providing exceptional customer service.
  • Absorb the Home Loan Product Knowledge and keep self updated about the competition.


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Our Team Says

Don’t just take it from us; let our employees do the talking!



Dayanand Shevale,
Area Manager,
Mortgage Sales

  “My tenure with HDFC Sales has been eventful and fulfilling. I was assigned the role of a ’Subject Matter Expert‘. Meanwhile, I was detected with a severe medical condition which impacted my personal and professional life for around a year. Due to the flexible working environment and extended support by my peers and manager, I was able to see through my situation.”

Varoon Joshua,
Territory Manager,
Mortgage Sales

  “HDFC Sales is the first firm where I shifted my domain from HR to Sales & Marketing. The only experience that I brought to this job was people-management. My seniors were kind enough to give me the opportunity. As a Team Manager, I have learned a lot, built networks, grown from managing a team of 12 to now 48 people as an Assistant Sales Manager. 6 years on, I am still learning, building better relationships, understanding people and helping my team make the most of their experience with HDFC Sales.”