Quality Analyst – VRM (Outbound Sales Processes), Mumbai
1 Nos.
135547
Full Time
3.0 Year(s) To 6.0 Year(s)
6.00 LPA TO 10.00 LPA
Sales / BD
Banking/Financial Services
Any - Any Graduation
Job Description:
Job Title
Quality Analyst – VRM (Outbound Processes)
Role Summary
The Quality Analyst (QA) will monitor and evaluate outbound VRM (Virtual Relationship Manager) interactions to ensure compliance, proper financial advisory, and superior customer experience. The role focuses on identifying performance gaps, reducing risk, and coaching agents to optimize conversion and service quality.
Key Responsibilities
- Call Monitoring: Evaluate a defined quota of outbound calls daily to ensure adherence to scripts, compliance regulations, and defined processes.
- Quality Scoring: Grade calls using a specific scorecard, measuring parameters such as product accuracy, tone, objection handling, and customer verification.
- Compliance Adherence: Ensure regulatory and internal guidelines (e.g., Do-Not-Call (DNC) lists, disclosure statements, and data protection) are strictly followed.
- Feedback & Coaching: Conduct 1-on-1 coaching sessions and provide constructive, data-driven feedback to VRMs to improve their call handling and service delivery.
- Calibration: Participate in regular calibration sessions with team leaders and managers to align on grading standards and scoring consistency.
- Reporting: Generate daily, weekly, and monthly QA reports, highlighting agent performance trends and systemic process issues.
- Root Cause Analysis: Analyze customer dissatisfaction (CSAT) scores and quality lapses, then recommend actionable process or script improvements.
Qualifications
- Experience: years of experience in Call Center Quality Assurance, preferably in an outbound voice or VRM process.
- Education: Bachelor’s degree in Business Administration, Finance, or a related field.
- Skills: Strong analytical abilities, excellent active listening, and proficiency in MS Excel/CRM platforms.
- Knowledge: Familiarity with compliance, call monitoring software, and regulatory requirements (e.g., KYC, banking/insurance compliance).
Key Skills :
Company Profile
It is an leading Global investment --- firm dedicated to delivering an investment experience that helps people get more out of life.
Global Presence
- Portfolio managers, analysts and researchers across North America, Asia-Pacific and Europe
- On-the-ground presence in more than 20 countries, serving clients in more than 120 countries
- More than more than 8,500 employees worldwide
Organizational Strength
- One of the world’s leading independent global investment --- firm
- USD 1.7 trillion in ---s under --- around the globe
- Dedicated investment professionals
- Publicly traded on NYSE, S&P 500 constituent
- Solid financials, investment grade debt rating, strong balance sheet
- Objective investment perspective and industry voice
Apply Now
- Interested candidates are requested to apply for this job.
- Recruiters will evaluate your candidature and will get in touch with you.