Associate - Cqm

**Associate - CQM**:
Outer Ring Rd, Doddanekundi, Marathahalli, Bangalore, Karnataka, India
- Department- Call Quality Monitoring- Job posted on- Jun 27, 2023- Employment type- Full Time**Associate/Analyst - Processor**

**About Us**

Moder formerly known as Archwell Operations is a part of Archwell Holdings founded in 2017. We are a tech forward outsourcing company specialising in supporting the US Mortgage, Insurance, and Banking industries. We specialize in end-to-end component based outsourcing, managing one-off projects to becoming an extension of the customer service or operations team. Our team is built on industry expertise and provides the traction clients need to grow their company.

Equipped with diverse tools, platforms, solutions, and services we strive to work towards our mission to positively impact the financial health of companies by powering in-house processes using top talent, workflow best practices, and progressive technology.

**Job Overview**:
Participates in design of call monitoring forms and quality standards.

Performs call monitoring and provides trend data to the management.

Use call monitoring data to compile and track performance of agents.

Coordinates & facilitates call calibration sessions for call centre staff.

Prepare and Analyse internal and external quality reports for management.

Perform other duties as assigned.

**Roles & Responsibilities**
- Monitoring Inbound/Outbound tasks as per the process guidelines
- Meeting assigned productivity and quality targets
- Adhering to SLAs and TATs
- Interpersonal relationship at work with peers
- Adhering to organization policies

**Qualification & Experience**
- Educational qualification and years of experience required in any specific domain/skill for the role_
- Basic Degree completion (15 years of education)
- Good written and oral communications skills in English
- US Mortgage Experience in Call Monitoring or Collections preferred (Minimum 24 Months)