Position :Quality Manager Team handling role Years of experience: 5-7 years Candidates should be from broking firm only Location: Borivali,Mumbai Expected Responsibilities: Regularly monitor inbound / outbound call / email responses to assess associates demeanor, technical accuracy, customer service performance and share insights and recommendations to leadership team. Ensure that the call monitoring for improvising on the quality standards is being conducted at regular intervals. Timely Audit Cases of Email, Chat, Call and Social Media and present facts and recommendations to management.

Will be responsible for managing daily, weekly & monthly quality reports as required. Manage QA Calibration to ensure understanding of QA guidelines. Analyze and report areas of improvement wherever required.

Conduct one-on-one and team QA sessions at regular intervals. Work with the team to improve individual / team scores, leading to high customer satisfaction. Drive quality processe...