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- Monitoring and assessing inbound /outbound calls.
- Monitoring Talisma Interactions
- Meet QA SLA and meet daily/ weekly/ monthly assigned number of evaluations.
- Driving quality metrics for calls.
- Provide one-on-one feedback to the executives.
- Conduct trainings basis feedback received/other observations from time to time.
- Conduct team feedback sessions.
- Conduct Call Calibrations.
- Conduct Monthly certifications.
- Developing processes & formats to ensure effective quality management of processes andadherence to compliance standards.
- Conduct Performance Improvement Programmes
- Maintain log of Customer feedback and take up for further assessment.
- Develop and Maintain Quality assurance standards.
- Competitor Analysis.
- Create reports/MIS.
- Work closely with the Technology and development team to implement new methodologiesor improve existing methods/systems.
- Enhance the overall Investor experience.
- Experience – 3 year (Preferably with an experience in MF industry)Qualification/Skill requirement
- Education – Graduation in relevant stream. (Preferably MBA or equivalent degree)
- Mandatory Certification – NISM VA Distributor module.
- Fluency in English and other languages preferred.
- Knowledge of MF products & Market knowledge
Quality Analyst_Mutual Fund_Mumbai - Arin Consultancy Private Limited
Description
Job SummaryThe 'Quality Analyst' shall perform quality audits for the inbound customer service unit forauditing both inbound, outbound calls and act an enabler to deliver improve overall callquality and thereby enhancing customer experience.
Roles & Responsibilities