Call Quality Monitoring

Adecco India; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Adecco India is hiring for a CQM (Call Quality Monitoring) role in Bengaluru. Candidates should have 2–10 years of experience, with US mortgage experience preferred, and be comfortable with night shifts and working from office. Key duties include monitoring calls, audits, QA, and ensuring compliance and quality metrics.

The role focuses on evaluating calls for adherence to standards, processing quality, and providing coaching feedback to improve customer service and mortgage-related processes.

Qualifications

• US mortgage experience required or preferred.
• Experience in call monitoring, audits, QA, mortgage servicing and originations.
• Evaluate calls for compliance adherence, customer service standards, process compliance and quality metrics.
• Experience in quality scorecards, call calibration, trend analysis, reporting and coaching feedback.

Responsibilities

• Evaluate calls for compliance adherence and customer service standards.
• Assess process compliance and quality metrics.
• Utilize quality scorecards and calibration to drive improvements.
• Provide coaching feedback based on trend analysis and reporting.

Skills

Call Monitoring

Call Audits

Quality Assurance

Mortgage Servicing

Mortgage Originations

Quality Metrics

US Mortgage Experience

Communication Skills

Job description

Urgent Hiring

CQM (Call Quality Monitoring)

Experience: 2-10 Years
Maximum Budget: 15 LPA

Key Requirements

• US Mortgage Experience is mandatory/preferred.
• Prior experience in:
  • Call Monitoring
  • Call Audits
  • Quality Assurance
  • Mortgage Servicing
  • Mortgage Originations
• Responsible for evaluating calls for:
  • Compliance Adherence
  • Customer Service Standards
  • Process Compliance
  • Quality Metrics
• Experience in quality scorecards, call calibration, trend analysis, reporting, and coaching feedback.

Candidate Profile

• Strong communication skills.
• Comfortable working with quality metrics and reporting.
• Open to Night Shift and Work From Office.