Explore a world of opportunities.

Engage with the best work-place.

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.


Stay Updated

Make sure you don’t miss any opportunity.
Stay updated about the latest positions and vacancies.

Our Team Says

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



Dayanand Team

Dayanand Shevale,
Area Manager,
Mortgage Sales

img   “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 Team

Varoon Joshua,
Territory Manager,
Mortgage Sales

img   “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.”

blogicon