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
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.
