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About company :
Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. We have been recently felicitated by the economic times as the most distinguished digital company 2015. We have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.
Job Description :
Digital Risk is seeking individuals who have excellent Communication Skills with Experience of Handling / Monitoring Customer Service Calls for our Onshore Clients. The person is required to do a p ostmortem QC of inbound and outbound calls that take place between the Home Service Specialist and the End Customer. This position will support a team of Auditing Professionals in Managing End Client CSAT’s. Work within a corporate structure, as well as within the client-level management team to ensure alignment of company and client quality standards. Partner with client’s quality departments and Digital Risk’s internal Corporate QA to align, calibrate and respond to quality plans and findings.
Digital Risk’s mission to Make Mortgages Safe relies on the perfect blending of human experience and state-of-the-art technology to serve its workforce and clients. Digital Risk’s 1,500+ team members make us one of the largest mortgage outsource providers in the U.S., supplying appraisal and mortgage processing, underwriting and closing to the largest banks and loan originators.
Responsibilities :
- Review and provide Quality Control feedback on file reviews completed for Internal Staff
- Follow quality control policies and procedures to ensure compliance with scopes of work
- Perform other Ad Hoc Reviews as needed
- Support the Unit(s) by providing accurate, concise, and constructive feedback details to Team Managers and responsible team members
- Assist leadership team as needed
🎯Infosys Hiring For Specialist Programmer (SP)🎯
Required Skills and Knowledge:
- Good verbal and written communication skills
- Ability to understand Onshore Partners communications and able to provide feedback as and when required
- Flexibility to work on ad hoc projects as and when required per client requirements
- Should have an understanding about Customer Service quality control Parameters
- Goal driven, team player
- Strong work ethics and flexibility in a fast-paced environment
- To gather and track individual’s and team’s progress using inhouse quality tracking data management system
- Evaluate Verbal communication methods between the agents and customers utilizing call monitoring tools and scorecar
