Quality Analyst

Mahindra Rural Housing Finance (MRHFL); Mumbai; On-site; INR 360,000 - 600,000; Full time

Job summary

Mahindra Rural Housing Finance (MRHFL) is seeking a Quality Assurance professional to monitor and improve the quality of Home Loan customer service and sales calls. The role involves reviewing call recordings, scoring against standards, and ensuring adherence to scripts and compliance guidelines.

The ideal candidate will identify knowledge gaps, provide actionable coaching, and generate quality reports for stakeholders.

Responsibilities

• Monitor and evaluate customer service and sales calls related to Home Loans.
• Review call recordings and score calls based on predefined quality parameters.
• Ensure agents follow approved call scripts, compliance requirements, and process guidelines.
• Identify gaps in communication, product knowledge, and customer handling.
• Provide feedback and coaching inputs to agents and team leaders.
• Prepare quality reports and share observations with stakeholders.
• Conduct call calibrations and maintain quality scorecards.
• Recommend improvements in call handling, customer experience, and process adherence.
• Assist in creating, updating, and implementing call scripts/SOPs whenever required.
• Track recurring customer concerns and suggest corrective actions.

Job description

Role & responsibilities

• Monitor and evaluate customer service and sales calls related to Home Loans.
• Review call recordings and score calls based on predefined quality parameters.
• Ensure agents follow approved call scripts, compliance requirements, and process guidelines.
• Identify gaps in communication, product knowledge, and customer handling.
• Provide feedback and coaching inputs to agents and team leaders.
• Prepare quality reports and share observations with stakeholders.
• Conduct call calibrations and maintain quality scorecards.
• Recommend improvements in call handling, customer experience, and process adherence.
• Assist in creating, updating, and implementing call scripts/SOPs whenever required.
• Track recurring customer concerns and suggest corrective actions.