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Keywords / Skills : Quality Analyst, Lending, Operations, Quality Audit

1 - 5 years
Posted: 2019-03-07

Job Description
Quality Analyst, Lending Process and Operations

Experience: 1 to 3 yrs.
Experience of working with Bank, NBFC, Fintech Company, Insurance.

Dimension & Scope:

The Quality Analyst will work as a part of the Quality Audit team responsible for evaluating and giving feedback to sales/loan agents into customer calling to ensure that their responses adhere to quality parameters on content, process, language and customer orientation.
The incumbent will also be responsible for providing coaching/feedback to agents in order to develop their communication and customer handling skills.

Principal Duties and Responsibilities:
• Evaluate the quality of customer service and communication on customer queries and feedback calls
• Provide timely feedback to the team on process and communication skills.
• Provide trainings on process improvements to existing and new staff
• Handling mock calls to existing and new staff
• Maintaining detailed log of audited tickets
• Preparing and sending daily and monthly summary of audits and quality reports
• Sharing feedback on call quality, voice, accent, and product knowledge and process compliance to ensure quality improvement.
• Attend calibration call with supervisors
Education: Graduate and Above

Desired Candidate Profile
· 1+ years experience in related to call audit and process streamlining
· Excellent grasp of Quality Audit process and tools
· Experience in startup environment would be a distinct advantage

About Company

Founded in 2007 MNR Solutions Pvt. Ltd. has become one of the prime consulting companies to provide finest HR recruitment services globally in regions like Asia (India, China, Singapore, Malaysia etc), Middle East (UAE, Saudi Arabia, Oman etc) and Africa. With a team of 45 experienced consultant, we have setup global delivery center to serve all our top precious client on 24*7*365 basis. Over the decade MNR has served more than 200 clients and over 5000 successful placements with a great track record.

MNR Solutions helped many Top-Brands, mid -size & Start-ups organizations to find impeccable talent across various industry domains like Education, Telecom, Internet/dotcom, Healthcare, FMCG /FMCD, Fin-tech, Information Technology, Agri-tech & Many more industries.

We believe acquiring Talent is not a business; it’s our commitment to partners to deliver most challenging mandates with quality professionals who are shortlisted through our carefully structured recruitment and selection process.
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