MIS Executive

• Call Monitoring: Listen to and assess recorded or live calls to evaluate employee performance based on predefined quality metrics such as communication skills, adherence to scripts, compliance with regulations, and resolution efficiency.
• Feedback and Coaching: Provide constructive feedback to employees, highlighting areas of improvement and recognizing high-quality performance.
• Reporting: Compile and maintain reports on call quality assessments, track performance trends, and suggest areas for improvement.
• Compliance: Ensure that all calls comply with company policies, legal requirements, and customer service standards.
• Calibration Sessions: Participate in calibration sessions with team leaders and managers to ensure consistency in evaluation methods and expectations.
• Training Recommendations: Collaborate with the training team to suggest training programs for employees based on quality assessment outcomes.
• Continuous Improvement: Identify common issues in customer interactions and provide input to improve processes, scripts, and customer experience.
• Customer Satisfaction: Work closely with the operations team to ensure customer satisfaction and service level agreements (SLAs) are met or exceeded.

Qualifications:

• Experience: 1 to 2 years in a similar Quality Control role, preferably within the BPO, banking sales, or sales sector.
• Skills:
• Strong listening and analytical skills to evaluate calls accurately.
• Excellent communication and feedback delivery.
• Proficiency in quality assessment tools and CRM systems.
• Ability to work in a fast-paced environment and manage multiple tasks.

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Work Location: In person