Roles and Responsibilities :
Performs call monitoring and provides trend data to management team.
Uses quality monitoring data management system to compile and
Track performance at team and individual level.
Monitors inbound and outbound calls taken by customer care
Executive.
Participates in call 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 executives & team leaders.
Prepares and analyzes internal quality reports for management staff review.
Desired Candidate Profile :
Good Communication skills, Call Auditing, Call Monitoring
Minimum 4 years of BPO experience and 2 year of experience as a QA(Insurance domain preferred)
Interested candidates can drop their resume at : Na******D@se*************l.com
Keyskills: Life Insurance Quality Analysis