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Job DescriptionLast Date 22 Mar 20
  • Responsible for reviewing and auditing telephone interactions along with reviewing and investigating customer Transaction Monitoring (as per defined SOPs)
  • Provide constructive feedback to teams on the call audit observations, providing recommendations to improve their performance
  • Provides structured and timely recommendations to Quality Manager, Leadership, operations, analysts and MIS teams
  • Performs mock calls with new hires post-training to determine readiness for moving into support
  • Develops and conducts targeted group coaching sessions for analysts that address deficiencies and/or improvement opportunities.
  • Partner with key stakeholders to ensure alignment with quality objectives, and calibration of evaluative scoring of calls
  • Uses relevant quality tools to gather data and analyze trends or patterns affecting quality
  • Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
  • Maintains high delivery standards in performing his duties, ensuring accuracy and on time delivery
  • Stays updated on all required skills for the job, especially domain knowledge, competition benchmarking and latest news on the financial sector


Job Type : Full Time
Company Description
TeamLease Services established in 2002, is one of India's leading human resource service companies in the organized segment. A Fortune 500 company listed on both NSE & BSE markets, with eight offices and 1400 clients across the country. The company at present has about 100,000+ live associates/ trainees spread across the country and have till date given employment to 1.5+ million people with an aim to hire millions more.
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