Quality Analyst |Call Centre Operations

Quality Assurance Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.

JOB DESCRIPTION
• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care email responses.
• 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 center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED
• 2-3 years Call Center Experience
• Bachelor Degree a plus
• Excellent verbal, written and interpersonal communication skills;
• Outstanding customer service skills and dedication to providing exceptional customer care;
• Must be self-motivator and self-starter;
• Focus on quality and customer service;
• Exceptional listening and analytical skills;
• Solid time management skills;
• Must be able to effectively deal with people at all levels inside and outside of the Company;
• Creative ability & writing proficiency;
• Ability to multitask and successfully operate in a fast paced, team environment;
• Must adapt well to change and successfully set and adjust priorities as needed;
• Must be proficient with Microsoft Office (intermediate Word)

In 1+81, Shri Vile Parle Kelavani Mandal (SVKM) established Narsee Monjee Institute of Management Studies (NMIMS) to meet the growing demand for management education. In 2003, NMIMS was declared a deemed to be university under Section 3 of the UGC Act 1+56. The Vision of the University is to be a globally admired University by 2030. The Mission of NMIMS is to emerge as a Centre of Excellence, best in class in India and Asia and yearning to be the best in the world by 2030.

With the legacy of 40 years, NMIMS has grown to being not only one of the top-10 B-schools in India but also emerged as a multi-disciplinary, multi-campus University at Mumbai, Navi Mumbai, Indore, Shirpur, Dhule, Bengaluru, Hyderabad and Chandigarh and seventeen constituent schools that include Management, Family Business, Engineering, Pharmacy, Architecture, Commerce, Economics, Law, Science, Liberal Arts, Design, Performing Arts, Mathematical Science, Agricultural Science, Hospitality Management, Branding & Advertising and Distance Learning. In addition, we have nine Centres of Excellence as well at the University.

The consistent academic quality, research focus, faculty from top national and global institutes and strong industry linkages at NMIMS have placed it amongst the nation's prime centres of educational excellence and research today. More than 17000 students and about 750 full-time faculty members, 10 faculty members with Fulbright Scholarship and Humboldt International Scholarship for post-doctoral researchers are part of India's most sought after academic community