Urgent Vacancy For Quality Analyst In Ghansoli @ WNS Global Services

Job Description

We have urgent vacancy for one of our client for the below requirement

Division: Lead Management System

Designation: Quality Analyst ( Banking Payroll )

Location: Mahape - Navi Mumbai

Experience: Minimum 1 Plus years of experience required in the same field.

Roles && Responsibilities:

1. Participates in design of call monitoring formats and quality standards.
2. Performs call monitoring and provides trend data to site management
team.
3. Uses quality monitoring data management system to compile and track
performance at team and individual level.
4. Monitors email customer contacts.
5. Participates in customer and client listening programs to identify
customer needs and expectations.
6. Provides actionable data to various internal support groups as needed.
7. Coordinates and facilitates call calibration sessions for call center staff.
8. Provides feedback to call center team leaders and managers.
9. Prepares and analyzes internal and external quality reports for
management staff review.
10. Suggests training needs and developments

Education and Experience:

1. At least 1 years of call monitoring experience, preferably from Sales /
Voice based environment.
2. Excellent oral, written and interpersonal communication skills.
3. Exceptional listening and analytical skills.
4. Intermediate level of knowledge / expertise with PC (Word and Excel).
5. Strong knowledge of customer care processes and techniques.
6. Demonstrated ability to work well in a team environment.
7. Dedication to providing exceptional customer service.
8. Absorb the Home Loan Product Knowledge and keep self updated about
the competition.

Interested candidate please share your updated CV along with your expected salary on the same mail for further process

Thanks and Regards

Rupali - HR Team

Global Services

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Keyskills:   call quality call monitoring quality audit analysis call analyst