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CQM - Call Quality Assurance Analyst

First American
2-6 Years
Hyderabad, Bengaluru
Quick Apply
  • Posted 4 days ago
  • Over 100 applicants have applied

Job Description

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Monitors all email responses.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers (if required to the individuals).
  • Prepare and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.
  • Involves in creating goals for Process lead and team members.
  • Identify the individual who is not meeting the performance standards and bring it to the attention of Process lead and Manager s attention.
  • Should be capable of recommending corrective action plans to improve the individual performance by thoroughly analyzing the training need analysis
  • Meet/ exceed the set targets (output quality) on daily/weekly/ monthly basis
  • Call monitoring and providing actionable insights
  • Design and use evaluation forms to capture insights from call monitoring and customer interactions
  • Excellent problem-solving and issue resolution
  • Follow and implement all corporate polices procedures
  • Solid analytical skills and technical comprehension
  • Maintaining overall team morale motivation.
  • For attendance, attrition leave management

About Company

First American (India) is a Global In-house Center (GIC) of the First American Financial Corporation (NYSE: FAF) family of companies. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions.

Job ID: 113232283

Last Updated: 28-08-2026 09:19:57 AM
Homejobs in Hyderabad / Secunderabad, TelanganaCQM - Call Quality Assurance Analyst
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