Urgent Opening For Call Quality/Call Monitoring-Leading NBFC

Edelweiss Financial Services; Mumbai; On-site; INR 600,000 - 850,000; Full time

Job summary

Edelweiss Financial Services seeks a quality assurance professional to lead call monitoring, evaluation, and coaching across customer interactions. Auditing calls, maintaining scorecards, and driving improvements in service standards while ensuring compliance are core.

The role requires strong communication, analytical skills, and proficiency in Excel and MIS reporting, with experience in financial services contact centers. Join a data-driven team focused on superior customer experience.

Qualifications

• Graduate in any discipline with a willingness to pursue quality standards.
• Certification in Quality Management or Customer Service Quality is a plus.
• Experience in call quality/audits within a BPO or financial services setup is preferred.

Responsibilities

• Conduct regular audits of customer calls, including inbound and outbound interactions.
• Maintain quality scorecards and audit records.
• Provide detailed feedback to agents and conduct coaching sessions.
• Ensure adherence to compliance and process guidelines during interactions.
• Prepare quality MIS and analyze KPIs like CSAT, accuracy, and calibration.
• Collaborate with Training and Operations to drive service improvements.

Skills

Strong call auditing

Excellent communication and listening

Knowledge of QA scorecards

Compliance awareness

Analytical and reporting skills

Excel, PowerPoint, MIS reporting

Coaching and feedback

Education

Graduate in any discipline

Quality / Customer Service Quality certification (adv)

Tools

Excel

PowerPoint

MIS reporting

Job description

Role & re

Key Responsibilities

Call Monitoring & Evaluation

• Conduct regular audits of customer calls, including inbound and outbound interactions.
• Evaluate calls against defined quality parameters such as:
  • Greeting & Opening
  • Communication Skills & Tone
  • Customer Verification & Compliance
  • Listening Skills
  • Product & Process Knowledge
  • Script Adherence
  • Resolution Accuracy
  • Professional Conduct & Empathy
• Maintain quality scorecards and audit records.

Feedback & Coaching

• Provide detailed feedback to agents based on audit findings.
• Conduct one-on-one coaching sessions to improve performance.
• Identify recurring knowledge or behavioral gaps and recommend training interventions.
• Work closely with Training and Operations teams to improve service quality.

Compliance & Process Adherence

• Ensure adherence to regulatory, compliance, and company guidelines during customer interactions.
• Identify critical errors and compliance breaches.
• Escalate high-risk observations to management.

Quality Reporting & Analytics

• Prepare daily, weekly, and monthly quality MIS.
• Track key metrics such as:
  • Quality Score
  • Compliance Score
  • Critical Error %
  • Customer Experience Score
  • Repeat Error Trends
• Present findings and improvement recommendations to stakeholders.

Customer Experience Management

• Analyze customer complaints, escalations, and call trends.
• Identify opportunities to enhance customer satisfaction and FTR (First Time Resolution).
• Participate in quality improvement projects and process reviews.

Desired Candidate Profile

Education

• Graduate in any discipline.
• Certification in Quality Management / Customer Service Quality will be an added advantage.

Experience

• 37 years of experience in Call Quality, Customer Service Quality, BPO Quality, or Contact Center Operations.
• Experience in banking, NBFC, financial services, telecom, insurance, or customer support environments preferred.

Required Skills

• Strong call auditing and quality evaluation experience.
• Excellent communication and listening skills.
• Knowledge of QA scorecards and calibration processes.
• Understanding of customer service standards and compliance requirements.
• Strong analytical and reporting skills.
• Proficiency in Excel, PowerPoint, and MIS reporting.
• Ability to provide constructive feedback and coaching.

Key Performance Indicators (KPIs)

• Quality Audit Completion %
• Quality Score Improvement
• Critical Error Reduction %
• Compliance Adherence %
• Coaching Effectiveness
• Customer Satisfaction (CSAT) Improvement
• Reduction in Repeat Customer Complaints
• Calibration Accuracysponsibilities

Preferred candidate profile