Call Quality Analyst

Company Description

FatakPay is transforming the credit landscape by offering quick and easy access to financial support during emergencies. Focused on seamless and transparent transactions, FatakPay ensures a hassle-free experience with no hidden charges or interest fees through its secure app. The platform empowers users by digitizing credit approvals and allowing transactions anywhere, promoting reliability and trust. FatakPay is at the forefront of the FinTech revolution in India, creating innovative solutions and enhancing employee welfare for companies nationwide.

Role Description

This is a full-time, on-site role for a Call Quality Analyst based in Mumbai. The Call Quality Analyst will monitor, evaluate, and assess the quality of customer interactions to ensure adherence to standards. Responsibilities include implementing quality control measures, providing feedback to enhance team performance, and identifying areas for process improvement. The role also involves ensuring consistent quality in service delivery and collaborating with teams for improved customer experiences.

Qualifications

• Strong Analytical Skills and the ability to assess trends and identify improvement opportunities
• Expertise in Quality Assurance, Quality Control, and Quality Management
• Exceptional Communication skills for providing constructive feedback and team collaboration
• An eye for detail and commitment to ensuring high service standards
• Proficiency in delivering clear reporting and status updates
• Experience in customer support or service-based roles is an advantage
• Bachelor's degree in a related field is preferred but not mandatory