Call Quality Analyst

Job Description

We are Hiring for Call Quality Analyst - Manipal Fintech About Us:- Manipal Fintech, a proud part of The Manipal Group, is transforming lending with innovation, security, and excellence. As a leading fintech platform, we offer seamless, reliable, and customer-first financial solutions, ensuring quick and transparent access to funds. Built on a foundation of trust and powered by cutting-edge technology, we empower individuals and businesses to achieve financial success effortlessly. Role Expectations:- Monitor calls, evaluate Quality, enhance sales and customer experience. Identify improvement points and provide actionable insights to the agents. Track progress of the agents assigned to them and increase their sales conversion. Conduct feedback sessions to explain the pain points of the agent and suggest improvements. Maintain audit report and agent progress report. Conduct analysis session with the Team Leader to discuss issues and trends of their team. Conduct mock call sessions and assessments. Conduct and attend calibration sessions to ensure that the Quality Audits are as per SOP. Raise any scenarios/cases. which fall under non-compliance of quality. Conduct disposition wise analysis, lead and sale trend. Present Root Cause Analysis for their agents escalations. Identify and suggest process improvements. Participate in live calls to gain firsthand experience and deeper insight into the processes Role Requirements:- Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems. Ability to learn about products and services. Good communication skills in English and Hindi - Written and Speaking Good analytical skills Should be able to analyse and interpret data Outstanding customer service skills with the ability to resolve issues and address complaints Flexibility and willingness to learn new tasks, methods, and systems. Interested Candidates can share their profiles us at:- Pallavi Jain Email Id - Pallavi.jain@manipalfintech.com www.manipalfintech.com Manipal Fintech Private Limited.