Quality Analyst Jobs in Bhiwandi,Khopoli,Mumbai - Robinhood Insurance Broker Pvt Ltd

Quality Analyst

Robinhood Insurance Broker Pvt Ltd

0 Years

10000 - 30000 Monthly

Expired

Posted: 20 Sep 19

l Monitoring and evaluating call quality standards by studying inbound and outbound calls (recorded or side-by-side or barged), and conducting test calls to agents/service representatives on new products
l Assessing agent performance by measuring skills in use of scripts, product knowledge, sales and service ability greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call
l Providing timely and accurate feedback to agents and conducting monthly help sessions, as required
l Evaluating existing customer interaction/ campaign approaches by rating effectiveness of agents/ service representatives, providing quality ratings, identifying training needs, and helping the Training Manager in developing training programs
l Evaluating overall process performance and identifying gaps by conducting root-cause analysis
l Conducting quality audits
l Maintaining and updating quality assurance policies and procedures
l Identifying and implementing improvement initiatives
l Strong communication & Presentation skills
l Well versed with Excel