Associate Call Monitoring

The Trainee Call Monitoring role is essential for ensuring the quality and effectiveness of our call center operations. This position involves monitoring and evaluating calls made by call center representatives to ensure compliance with company standards and to enhance customer service delivery. The ideal candidate will possess strong analytical skills and a keen ear for detail, contributing to the continuous improvement of our call center processes.

• Monitor and evaluate calls made by call center representatives to assess performance and adherence to company policies.
• Provide constructive feedback to representatives based on call evaluations to promote skill development and improve service quality.
• Document findings and prepare reports on call quality metrics, identifying trends and areas for improvement.
• Collaborate with team leaders and management to implement training programs based on monitoring results.
• Assist in the development of call monitoring criteria and evaluation forms to ensure consistency in assessments.
• Participate in regular team meetings to discuss performance metrics and share best practices.
• Stay updated on industry standards and best practices in call monitoring and customer service.

• Strong understanding of call center operations and customer service principles.
• Excellent verbal and written communication skills.
• Proficient in using call monitoring software and tools.
• Ability to analyze data and provide actionable insights.
• Detail-oriented with strong organizational skills.
• Ability to work collaboratively in a team environment.

• Familiarity with quality assurance processes in a call center setting.
• Experience in providing feedback and coaching to peers.
• Knowledge of customer relationship management (CRM) systems.
• Ability to handle sensitive information with confidentiality.

• A bachelor’s degree in business administration, communications, or a related field is preferred.
• Relevant coursework or certifications in customer service or call center management is a plus.
• Strong analytical and problem-solving skills.
• Willingness to learn and adapt to new processes and technologies.

If you are passionate about enhancing customer experiences and have a keen interest in call center operations, we encourage you to apply for the Trainee Call Monitoring position. Join our team and contribute to our mission of delivering exceptional service to our customers.

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Mphasis is an equal opportunity/affirmative action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breast feeding and related medical conditions), mental or physical disability, medical conditions military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO in the law poster here, view the EEO in the law supplement here. To view the pay transparency nondiscrimination provision please click here and to view the E-Verify posting click here.
Mphasis is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of disability to search and apply for a career the nature of your request.