334 Call Monitoring Jobs - Page 6

About The Role : Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

We are looking for Quality analyst Salary package upto 4.8lpa Need Customer service relevant on paper experience Telephonic interview Good English speaking skills, Should have knowledge of Qc tools and parameters. Interested call HR Salman 7666535407

We are hiring for TOP MNC for US Mortgage -Underwriting with International Voice | Manager | Bangalore. Note - US Mortgage Manger (Pre Underwriting / Underwriting with handling voice team & voice Background) Handling voice team of 100+ employees including SMEs, QAs, Asst Team Leads, Team Leads and AM Experience - 10+years CTC - up to 20LPA NP - Immediate joiners Flexible to work in US shift Skill Manager - Pre-Underwriting/ Underwriting with Voice experience. Proficient in automated underwriting tools Overall 10+ years of experience and Minimum 3 years of mortgage origination experience with emphasis in loan processing & Initial Underwriting for US Mortgage in pervious role and overall, 6 years' experience in leadership role Span control would range from 80 to 200 employees including SMEs, QAs, Asst Team Leads, Team Leads and AM Ability to lead varying levels of skill sets across multiple teams Thorough working knowledge of Fannie Mae and Freddie Mac underwriting guidelines and automated underwriting engines Thorough knowledge of MS Office tools is must. Specifically, MS Excel, MS Word, MS PowerPoint Acts as a champion for the customer/client, ensuring decisions and actions help achieve their goals Ability to manage risks while ensuring optimal value and outcomes are achieved Demonstrate a bias for action and a commitment to achieving sustainable results Demonstrate visible commitment to Mphasis and client core values Ability to develop and align the talent needed to meet business goals Strong analytic, interpersonal, and verbal and written communication skills Detail oriented and goal driven Ability to work in a flexible and production-oriented environment Strong leadership and communication skills Interested candidates please share resume on below details Share CV on: asha.g@inspirationmanpower.co.in Call to: Asha - 7624836555

Nexdigm (SKP) is looking for Trainee - FDD to join our dynamic team and embark on a rewarding career journey. Assisting experienced employees with their daily tasks and responsibilities Observing and gaining hands-on experience in various aspects of the job Receiving feedback and guidance from supervisors and mentors Completing assigned projects and tasks under the supervision of experienced employees Collaborating with team members and contributing to team projects Demonstrating a strong work ethic, positive attitude, and a willingness to learn and grow

Future Generali India Life Insurance Co. Ltd. is looking for Management Trainee to join our dynamic team and embark on a rewarding career journey Shadow and work with experienced managers and leaders to gain an understanding of the roles Participate in projects and initiatives to demonstrate competence and add value to the organization Provide support to managers and teams, as needed Attend meetings, conferences, and other training events to expand knowledge and network with other professionals Evaluate and analyze business operations, identify areas for improvement, and make recommendations for changes Strong commitment to learning and professional development and be open to feedback and constructive criticism Excellent communication, interpersonal, and problem-solving skills

Role & responsibilities The main job of a QA Lead is to supervise a team of Quality Analysts to drive the Quality Control activities like monitoring, coaching, calibration, data analysis, etc. effectively as per plan Prior experience supporting American banking clients or financial services is highly desirable. Possesses high standards of written and verbal English, demonstrating strong communication & clarity; should meet a minimum proficiency level of C1 on the Common European Framework of Reference for Languages (CEFR) scale or its equivalent Strong analytical and observational skills to evaluate customer interactions effectively. Good knowledge of Data Analysis and QC Tools Ability to interpret data, identify trends, and make suggestions for improvements Customer-oriented in managing communications and complaints Knowledge of banking products, processes, and the regulatory environment relevant to the American banking sector. Familiarity with quality monitoring tools and customer service platforms used in contact center environments. Requirement Minimum 2 years experience in the Quality Analyst role in the banking vertical. Drive Quality awareness and improvement initiatives like huddles, etc. Coordinate with different departments like HR, Training, etc. to resolve QA issues.

Job Summary: We are seeking a detail-oriented and experienced Quality Call Analyst to monitor and evaluate inbound and outbound calls to ensure quality standards are met. The ideal candidate will have a strong understanding of call center operations, excellent analytical skills, and a passion for enhancing customer experience through process improvement and agent coaching. Key Responsibilities: Monitor live and recorded calls to evaluate customer service performance based on quality guidelines. Identify trends, gaps, and opportunities for performance improvement. Provide structured feedback and coaching recommendations to agents and team leaders. Maintain and update QA scorecards and evaluation forms. Collaborate with training and operations teams to ensure compliance with company policies and procedures. Generate regular reports on quality scores, trends, and compliance metrics. Participate in calibration sessions to align evaluation standards across teams. Recommend process improvements to enhance service quality and customer satisfaction Requirements: Experience in quality monitoring for voice and non-voice (email/chat) processes. Certification in Quality Assurance (e.g., Six Sigma Yellow Belt, COPC) is a plus. 13 years of experience as a Quality Analyst or in a similar QA role in a call center or BPO. Strong knowledge of customer service metrics, KPIs, and QA tools. Excellent listening and analytical skills. Strong verbal and written communication skills. Proficiency in using call monitoring systems, CRM, and reporting tools (e.g., NICE, Five9, Salesforce, Excel). Ability to handle sensitive and confidential information.

Managing and supervising team members in the Shifts Conduct daily meetings / Team huddles Organizing shift schedules and rosters for team members as per project requirements. Validate unassigned tickets and assign them to respective support teams. Assigning supervision duties to specific employees based on role and skills. SLA and OLA Monitoring and Management. Ownership of High Priority Incidents. Alert, Co-Ordinate and engage Respective Technical teams during Major and Critical incidents. Handling customer escalations and managing conflicts. Responsible for Shift handover and takeover Onboarding New team members as per Red River's onboarding process. Conducting performance / Productivity reviews and sharing feedback with the Team. Create and execute Training plans for the Team members. Windows Server (2008, 2012, 2016, 2019),Other Patching Tools, Windows Server (2008, 2012, 2016, 2019),Other Patching Tools. Windows Server and Client Environment Install patches Generate and review patch reports monthly/quarterly, remediate vulnerabilities on systems that cannot be patched to resolve known vulnerabilities. Basic understanding of Windows/client operating systems Ability to communicate effectively in English; both verbal and written. Team player and leading the team Working a shift schedule.

Key Responsibilities: Handle inbound/outbound calls audits from Malayalam-speaking customers. Resolve customer complaints and provide accurate information. Maintain records of interactions and follow-up on customer queries. Ensure customer satisfaction and build lasting relationships. Adhere to company policies, procedures, and compliance requirements. --- Required Skills: Fluency in Malayalam (mandatory), and basic English/Hindi is a plus. Good communication and interpersonal skills. Ability to handle pressure and work in a team. Basic computer knowledge (MS Office, CRM tools preferred). Willingness to work in rotational shifts (including weekends, if required). Please contact - 7977519951 Hr manager Pinky Yadav Please share resume below mail id- pinkyy@eosglobe.com

Summary of essential job functions Responsible for improving and sustaining the transaction Quality of the Process Assisting Operations and team leaders in innovative methods on improving the overall transaction quality score Perform assigned functions according to standardized policies and procedures. Interaction with clients and head of operations Statement of Purpose for this role Responsible for improving and sustaining the transaction Quality of the Process Summary of essential job functions Responsible for improving and sustaining the transaction Quality of the Process Assisting Operations and team leaders in innovative methods on improving the overall transaction quality score Perform assigned functions according to standardized policies and procedures. Interaction with clients and head of operations Job Responsibilities Document Specific notes while observing each transaction to demonstrate intimate knowledge of the transaction Recognize compliance or non-compliance with applicable policies and procedures Provide detailed, clear and professional performance feedback Maintain required productivity on a daily basis Maintain internal quality calibration levels at required variance Maintain an acceptable level of data entry accuracy Use correct terminology when providing feedback Apply analytical and problem solving skills Responsible for improving and sustaining the transaction Quality of the Process. Assisting Operations and team leaders in innovative methods on improving the overall call quality score Daily reporting and Documentation Internal Audits processes Ensure proper escalation procedures are followed if one find any anomaly in the data/ report Perform assigned functions according to standardized policies and procedures. Interaction with clients and head of operations Standard compliance checks

Customer Support Executive - Responsibilities : Communicate with current customers via chat, email, video calls, and phone to nurture and onboard with solving their queries. Work with Technical, Logistics, and other departments to understand the best practices and guide the customer with the correct details. Provide feedback and recommendations to the product team based on direct experience with current and potential customer's feedback. Utilize, update and maintain the integrity of information in Miko's CRM system. Help Customers with solving their technical problems with wifi, Bluetooth device, etc. Requirements : Strong Team player Excellent written, spoken English communication skills Must be graduate from any field (People from Engineering Background will be preferred) 1- 3 Years of experience with Customer Support, Technical Support, Account Management Should be flexible with US Shifts.

Process Trainer /Soft skills Trainer BPO TNA TNI TTT Refresher NHT PKT IMMEDIATE JOINER If you have International Tech Support process exp then Call/Whtapp cv to Amit 8178259405 Neha 8287267407

Job Overview: The Quality Analyst for Sales Calls is responsible for monitoring, evaluating, and improving the quality of sales calls handled by sales representatives or agents. The primary goal is to ensure that sales calls meet company standards for professionalism, compliance, customer engagement, and effectiveness in driving sales. The role involves analyzing call recordings, providing feedback to sales agents, and collaborating with management to enhance sales processes and outcomes. Key Responsibilities: Monitor and Evaluate Calls: Listen to and evaluate recorded sales calls to ensure adherence to company scripts, policies, and quality standards. Assess call quality based on customer engagement, sales pitch effectiveness, product knowledge, and overall professionalism. Provide Feedback: Provide constructive feedback to sales agents, highlighting strengths and areas for improvement. Conduct one-on-one coaching sessions with agents to improve sales techniques, customer interaction, and call outcomes. Reporting and Documentation: Document call evaluations and performance trends, tracking metrics such as call quality, conversion rates, and customer satisfaction. Create regular performance reports for sales team managers, highlighting areas for training or improvement. Compliance and Process Improvement Key skills & Qualification: Experience: Prior experience in a call center, sales, or quality assurance role preferred. Familiarity with sales processes and understanding of sales goals and KPls. Analytical Skills: Strong attention to detail, with the ability to identify trends, patterns, and areas for improvement in sales calls. Ability to analyze data and create actionable insights for sales teams. Communication: Excellent verbal and written communication skills to provide clear feedback and collaborate with team members. Problem-Solving: Strong problem-solving skills to identify root causes of performance issues and suggest improvements. Technical Proficiency: Familiarity with call monitoring software, CRM systems, and Microsoft Office Suite (Excel, Word, etc.)

This role is for Quality Analyst, Mohali location The working hours for this position: 6:30 PM IST to 3:30 AM IST (night shift) If interested, please share your resumes at Kirti.rapta@spectraforce.com Role & responsibilities Minimum 2 years of experience as a Quality Analyst/Quality Auditor/Call Auditor Ability to seamlessly manage conflicts Should have a basic understanding of BPI tools (Pareto etc.) Proficiency in MS Excel required Self-motivator Positive attitude & Flexible Ability to perform with minimum supervision Excellent communication and interpersonal skills Knowledge, Skills, and Attributes: Positive, flexible & assertive work approach. Excellent communication skills (verbal and written). Ability to work independently with minimum supervision in a fast-paced agency environment. A strong will to learn and stay up to date with new technologies. Professional, adaptable, and resilient - ability to withstand setbacks, yet apply 100% effort throughout the workday. Goal-oriented and ambitious. Advanced computer skills, especially in MS Word, MS PowerPoint, and MS Outlook. A highly motivated individual and a quick learner of complex technologies and tools. Must have demonstrated ability to work within tight deadlines. Willing to work night shifts.

Roles and Responsibilities Monitor calls using 7QC tools to ensure adherence to quality standards. Conduct call audits to identify areas of improvement in customer service quality. Perform root cause analysis on issues identified during call monitoring and implement corrective actions. Develop and maintain documentation for quality control processes. Collaborate with team members to improve overall process efficiency and effectiveness.

Roles and Responsibilities Conduct quality audits, call calibrations, and root cause analysis to ensure adherence to quality standards. Analyze calls using tools like 7QC, Pareto analysis, TNI, and Six Sigma Quality principles. Provide feedback on call quality and suggest improvements through QC tools like Call Audit and Call Monitoring. Collaborate with team members to implement quality improvement initiatives and maintain high levels of customer satisfaction. Perform voice processing tasks such as BPO processes and Domestic BPO services. Desired Candidate Profile Strong knowledge of Gujarati/Marathi language skills are required for this position. Proficiency in using QC tools like 7QC Tools, Pareto Analysis, TNI etc. . You can also share your resume on this mail id lovisha.ahluwalia@teleperformancedibs.com

To optimize field and on site resources for achieving Operational Excellence and Customer Satisfaction Key Functional Responsibilities are as follows 1. Service job administration of field and on site resources 2. Order Booking for Service division 3. Invoicing of service orders 4. Labour entry of field service engineers & onsite service engineer 5. Coordination with Field Service engineers, Team leaders & Regional Service Managers. 6. Planning of service engineers visit against service contracts 7. Provide required data from SAP/SPIRIT system to Managers 8. Submit daily operational scorecards and performance updates to regions for improving the operational efficiency 9. Forward planning of resources for implementation of Service Plans 10. Service call monitoring until closed and reported to customer 11. CRT, Utilization & Efficiency control and monitoring of OST and FST 12. Customer satisfaction survey using Falcon Dashboard Implementation of Service Administration Process to improve operational efficiency with effective coordination with the Regions, Customers, Field Resources, Central Workshop, On Site Workshop, Logistics, Finance and Product Sales Educational requirements Graduation Degree with relevant experience Experience requirements 1-3 years of experience as Service planner/Customer support officer Sound Knowledge of SAP, Outlook, other ERP system, Knowledge on Microsoft Excel, Word, PowerPoint, Power BI Have strong interpersonal skills-team player Have good presentation skills and ability to communicate effectively Be able to take own initiatives Be able to work independently Have a high drive and high level of energy Be open minded Have a genuine interest in growing the service business

Job Description: Thank you for your interest in the trainer position. As part of the selection process, we would like you to prepare a 10 to 15-minute virtual presentation on the following topic: Handling Difficult Calls How to Effectively Manage Calls with Upset or Dissatisfied Customers. We encourage you to be creative and demonstrate your ability to engage your audience while delivering the content. Since this role involves training customer service agents, we will be evaluating not only your knowledge of the topic but also your presentation and facilitation skills. Presentation Guidelines: • The presentation must be conducted in English and delivered virtually. • Ensure that your approach is engaging and interactive. Submit any supporting materials (slides, handouts, or other training aids) at least 12 hours before your scheduled presentation date. This presentation is the first phase of the selection process. Please confirm your availability and let us know if you have any questions. 15 minutes for them to present and 30 minutes for the interview: total 45 minutes Responsibility Statements Conducts training classes for employees on the features and operation of products and technology, client tools, processes, including basic soft skills. Responsible for design and update of basic level training materials and courses based on client or internal needs. Organizes training content in a clear sequence for delivery. Works with subject matter experts to keep content current and effective. Reviews and prepares training resources and materials to deliver classes. Collects training feedback from participants. Conducts "train the trainers" sessions, as necessary. Analyzes, produces, and distributes training reports. Guides other trainers and assigns tasks. Performs other duties as assigned Complies with all policies and standards

Send resume: Raveena@wissenpro.com Call: 70320 46318 Key Qualifications: Conduct call monitoring, audits, and quality checks across voice/email/chat to ensure compliance and service excellence. Create and manage advanced Excel dashboards, MIS reports, and utilize 7 QC tools for quality tracking and analysis. Identify process gaps, lead root cause analysis, and recommend improvement initiatives. Collaborate with training and operations teams for calibrations, feedback, and agent coaching. Drive strategic project planning, workflow enhancements, and performance reporting. Prepare executive-level presentations and documentation to support business objectives. Leverage Google Suite and strong analytical skills to deliver actionable insights and process improvements.

Send resume: Raveena@wissenpro.com Call: 70320 46318 Role: Manager Quality / Training & Quality Manager Role and Key Responsibilities: Act as a primary POC between the QA teams, OPS & clients. Recommended responsibilities include but are not limited to the following: Lead, manage, motivate, and mentor a team of Quality Analysts Drive consistency to ensure the strong quality performance and alignment across all programs Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads Implement and drive the QA process and structure Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders Implement initiatives and projects to counteract any possible trends, drive business KPIs Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency Analyse quality and performance trends to provide recommendations for program improvement Responsible for the delivery of vendor quality metrics at management reviews Key skills & knowledge: Excellent communication & interpersonal skills Excellent MS Office skills (presentation & excel) Excellent knowledge of Quality & Analytical tools Should be well versed with Qualitative concepts Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability

Roles and Responsibilities Conduct call audits to identify areas of improvement in customer service quality. Provide feedback to agents on their performance, highlighting strengths and weaknesses. Monitor calls using BPI tools to ensure adherence to quality standards. Perform quality monitoring activities to maintain high-quality services. Identify opportunities for process improvements through analysis of data collected during call monitoring. Desired Candidate Profile 1-3 years of experience as a Quality Analyst or similar role. Proficiency in Call Monitoring, Call Audit, Call Quality, Feedback, Quality Monitoring, and Quality Audit tools.

job Description Quality Analyst Skills: Banking process ( international Banking Experience) AML, KYC, Role Description :- This is a full-time on-site role for a Quality Analyst AML KYC located in Chennai. The Quality Analyst will be responsible for quality control and assurance in Anti-Money Laundering (AML) and Know Your Customer (KYC) processes. Day-to-day tasks include monitoring, evaluating, and improving quality management systems, conducting analytical assessments, and ensuring compliance with regulatory standards. The role requires routine communication and reporting to maintain high-quality standards. Qualifications: - Proficient in Quality Control, Quality Assurance, and Quality Management Strong Analytical Skills for evaluating and improving processes Excellent Communication skills for effective reporting and coordination Experience in AML and KYC processes is highly desirable Ability to work on-site in Chennai Bachelor's degree in a related field is preferred Role: Call Quality AnalystIndustry Type: BPM / BPODepartment: Quality AssuranceEmployment Type: Full Time, PermanentRole Category: Business Process Quality Please share the Resume to ramya.ramya1@teleperformancedibs.com Ph No : 8050980644 best Regards Ramya V

Role & responsibilities Participate in the design of call monitoring formats and quality standards Provide actionable data for agent improvement Coordinates and facilitates call calibration sessions for internal as well as external Monitoring calls & providing them feedback on a timely basis Prepares and analyses quality reports for management staff review Suggests training needs and developments Handling quality-related escalations & taking action against the same on a timely basis Conduct call calibration. Identifying areas to improve the overall process Preferred candidate profile Minimum 1-3 years of Experience Excellent oral and written communication skills. Excellent Analytical Skills. Good Knowledge of MS Excel (Formulas, Pivots & Charts) Good knowledge of the web applications and their functioning (Internet & Search Engines)

Roles and Responsibilities: Responsible for identifying and assessing training needs within an organization, developing training plans, and implementing various training methods to enhance employee skills and performance. Monitor, evaluate, and score Outbound/inbound calls against established quality assurance. Identify and assess future and current training needs through job analysis and consultation with line managers. Audit calls to gauge call quality and gather actionable insights. Give feedback for the audited calls to drive quality and conversion improvement. Publish reports based on audit findings. Draw an overall or individualized training and development plan that addresses needs and expectations. Prepare and present performance analysis, QA reports, and/or other information on quality performance. Train, onboard, and evaluate new trainers. Monitor employee performance and response to training. Evaluate employee performance to gauge where skills are lacking. Develop training manuals that target tangible results. Conduct effective induction and orientation sessions. Monitor and evaluate the training programs effectiveness, success, and ROI periodically and report on them. Collaborate with various departments to ensure employees receive the necessary training and design training documents. Skills Required: Excellent communication and leadership skills. MS Office proficiency Strong writing and record-keeping ability for reports and training manuals. Proven work experience as a sales trainer and auditor. Ability to plan, multi-task, and manage time effectively. Qualification: Graduate & Above

Call HR Sunanda 9945807247 Responsibilities of Call Quality Analyst: Monitoring Calls: Listening to live, recorded, and side-by-side calls to assess agent performance and identify areas needing improvement. Sal up to - 35k Need Immediate Joiners.