Position: Junior Verifier

Experience: 6 Months – 2 Years

Education: HSC Passed

Location: Mumbai

Salary CTC: 15k - 20k Max per month

Notice Period: 15- 30 Days

Responsibilities:

• 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
• 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
• Providing timely and accurate feedback to agents and conducting monthly help sessions, as required
• 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
• Evaluating overall process performance and identifying gaps by conducting root-cause analysis
• Conducting quality audits
• Maintaining and updating quality assurance policies and procedures
• Identifying and implementing improvement initiatives
• Strong communication & Presentation skills
• Well versed with Excel

Key pointers: Outbound calling exp, good communication ( English and Hindi), Will be responsible to verify quality of calls and interacting with customers, Quality checking

Position: Mutual fund operations

Experience: 6 Months – 2 years

Location: Mumbai

Salary CTC: 15k to 20k Max per month

Education: Graduate

Key pointers: smart, good understanding on BSC Software, good communication, customer query handling

Industry preference: someone coming from Mutual fund distributor, AMC