Quality Analyst Job in Mumbai at HDFC Sales

HDFC Sales is hiring for the role of Quality Analyst!

Responsibilities of the Candidate:

• Participates in the design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to the site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.
• 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 centre staff.
• Provides feedback to call centre team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Suggests training needs and developments.

Requirements:

• At least 2 years of call monitoring experience, preferably from a 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 yourself updated about the competition.