585 Call Audit Jobs

Role & responsibilities Managing a team of quality auditors. Conduct quality audits, call audits, and call monitoring to ensure adherence to quality standards. Perform Pareto analysis and CSAT calculations to identify areas for improvement. Utilize QC tools such as 7QC, TNI, and other quality management tools. Develop and implement quality improvement initiatives using techniques like Six Sigma Quality and Lean Methodologies. Collaborate with team members to resolve customer complaints and improve overall call calibration processes. Proficiency in quality monitoring tools and software. Ability to work in a fast-paced environment and manage multiple priorities. Proficient in MS Office Suite (Word, Excel, PowerPoint) Attention to detail and a commitment to quality. Problem-solving and critical-thinking abilities. Share your resume on what's app - 7990751875 or email - saad.dangiwala@isonxperiences.com

Should have at least 2 years of experience as a quality analyst preferably from Telecom customer service background. Should have hands on experience with 7QC tools and should be part of feedback and coaching. Implementing Quality Monitoring Standards & Monitoring ID movements/follow-ups taking corrective measures towards improvement. Participate in huddle sessions, share inputs with Team members related to error trends, process updates and technical issues. Working in close tandem with Assistant Managers and SME's on the process for an excellent team and process performance. Quality Analysts contact all the dissatisfied customers and provide a detailed analysis to improve customer experience. Required to provide detailed analysis for escalations, product and process changes/launches. Coordinate for calibration sessions and adherence towards enhancing calibrated process performance. Shifts timings Should be ready to work in flexible shifts, Rotating Day and Night Week Off 5 Days working, 2 days rotational off Interested candidates reach out to: Email: pavithras19@hexaware.com Contact: 9626261016 Regards, Pavithra

The Quality Analyst is responsible for monitoring and improving the quality of products or services by identifying defects, ensuring compliance with standards, and recommending process improvements. Required Candidate profile Overall minimum 4year experince required, Graduation mandatory Key Skills - QA, Call monitoring, call audit,

Role & responsibilities Managing a team of quality auditors. Conduct quality audits, call audits, and call monitoring to ensure adherence to quality standards. Perform Pareto analysis and CSAT calculations to identify areas for improvement. Utilize QC tools such as 7QC, TNI, and other quality management tools. Develop and implement quality improvement initiatives using techniques like Six Sigma Quality and Lean Methodologies. Collaborate with team members to resolve customer complaints and improve overall call calibration processes. Proficiency in quality monitoring tools and software. Ability to work in a fast-paced environment and manage multiple priorities. Proficient in MS Office Suite (Word, Excel, PowerPoint) Attention to detail and a commitment to quality. Problem-solving and critical-thinking abilities. Share your resume on what's app - 8076170239 or email - sanjeev.dedha@isonxperiences.com

Interested Candidates can directly come for the f2f Interview at the given address- Unit no508,5th floor,Welldone Techpark Gurgaon,Haryana Or you can watsapp your resume at 9910689164 Roles and Responsibilities Conduct quality audits to ensure compliance with industry standards and company policies. Monitor calls to identify areas of improvement in customer service, sales techniques, and product knowledge. Perform call monitoring and analysis to provide feedback to agents on their performance. Develop and implement effective quality control processes to maintain high-quality services. Collaborate with team members to resolve issues and improve overall process efficiency.

We are seeking a highly skilled and detail-oriented Quality Analyst (QA) with prior experience in BPO Voice processes and strong knowledge of the Website Selling Process . The QA will be responsible for monitoring, evaluating, and improving the quality of calls to ensure compliance with process guidelines, enhance customer experience, and drive business results. Key Responsibilities: Monitor and evaluate inbound and outbound voice calls of telesales/website selling process. Assess call quality against defined parameters such as sales pitch, process adherence, customer handling, objection management, and closure techniques. Identify gaps in communication, process compliance, and sales techniques, and provide actionable feedback to agents. Prepare and maintain audit reports, performance scorecards, and quality dashboards. Collaborate with trainers and team leaders to design and implement corrective action plans. Conduct calibration sessions to align quality standards across the team. Recommend process improvements and share best practices to enhance overall call effectiveness. Support continuous improvement initiatives to improve sales conversion rates and customer satisfaction. Required Skills & Qualifications: Graduate in any discipline. Minimum 2 years of QA experience in a BPO (voice process) . Strong knowledge of Website Selling Process (International Voice Sales preferred) . Excellent communication, listening, and analytical skills. Ability to give constructive feedback and drive improvements. Proficiency in MS Office (Excel, Word, PowerPoint) for reporting. Strong understanding of sales KPIs, call audits, and process compliance. Preferred Attributes: Experience in US/UK shift BPO website sales process . Certification in Quality or Process Improvement (Six Sigma/Lean) is a plus. Strong interpersonal and team management skills.

Hiring For Domestic BPO Trainer Location: Mohali Minimum 1 year experience as Trainer in BPO (on-paper) Salary: Up to 4 LPA Qualification: Graduation Working Days: 6 Days/Week Rotational Shifts/ Rotational Off Good Communication Skills Required Candidate profile How to Apply: Send your updated resume: sanjna.sandhu@skywaysolution.in or call:7696616371 HR Sanjna Sandhu

Location - Vizag Exp: 3-6 yrs Audit sales calls & CRM entries Track conversion & compliance metrics Provide QA feedback & training inputs Must know English + Telugu CRM tools (Zoho/Salesforce) Ensure process adherence & quality reports Perks and benefits ESOPs, PF, ESIC, Health Insurance, etc

- Responsible for audit call reports and identify errors. - Capable of identifying gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls. Required Candidate profile -Should have Excellent Writing Skills -Call Monitoring / Call Barging / Give Feedbacks to the Agents - Customer service or sales experience would be a plus

Send resume: Raveena@wissenpro.com | Call: 70320 46318 Role: Manager Quality / Training & Quality Manager Role and Key Responsibilities: Act as a primary POC between the QA teams, OPS & clients. Recommended responsibilities include but are not limited to the following: Lead, manage, motivate, and mentor a team of Quality Analysts Drive consistency to ensure the strong quality performance and alignment across all programs Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads Implement and drive the QA process and structure Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders Implement initiatives and projects to counteract any possible trends, drive business KPIs Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency Analyse quality and performance trends to provide recommendations for program improvement Responsible for the delivery of vendor quality metrics at management reviews Key skills & knowledge: Excellent communication & interpersonal skills Excellent MS Office skills (presentation & excel) Excellent knowledge of Quality & Analytical tools Should be well versed with Qualitative concepts Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability

Position Title: Quality Analyst Banking/BFSI Contact Centre Location: Turbhe, Navi Mumbai Role Overview: We are hiring a Quality Analyst with hands-on experience in auditing banking/BFSI sales or service calls . The role involves monitoring interactions, ensuring compliance, and driving improvements in service quality and customer satisfaction. Key Responsibilities: Audit sales/service calls, chats, and emails to ensure compliance and quality standards. Evaluate agent performance using quality metrics and provide feedback. Prepare reports highlighting trends, gaps, and improvement areas. Collaborate with managers/trainers to implement corrective actions. Support process improvement initiatives to enhance customer experience. Requirements: Minimum 3+ years of QA experience in a Banking/BFSI contact centre. Strong analytical and reporting skills. Attention to detail with good verbal & written communication. Knowledge of banking products, compliance, and CRM tools.

Key Responsibilities: Ability to seamlessly manage conflicts. Proficiency in MS Excel required. Self-motivator Positive attitude & Flexible Ability to perform with minimum supervision Excellent communication and interpersonal skills Education & Experience: Minimum 1 year of experience as a Quality Analyst/Quality Auditor/Call Auditor. Positive attitude Flexible & Aggressive Excellent communication skills (Spoken and Written) Work independently with little supervision in a fast-paced agency environment Goal oriented; have a burning desire to be successful Graduate in any field or higher education is a plus Strong work ethic Comfortable working in a fast-paced, rapidly changing environment Must have a reliable internet connection Must have a demonstrated ability to work within tight deadlines. Willing to work in night shifts Benefits & Perks: 1. Incentives* 2. Monetary Awards* 3. 5-Year Retention Bonus 4. Referral Policy* 5. Internet Reimbursement* 6. Router UPS Reimbursement* 7. Term Life Insurance 8. Accidental Insurance 9. Group Medical Insurance (Family Floater) 10. On-call doctor support 11. COVID Protocols 12. Sodexo Benefit 13. Leave Policy 14. EWAP - Employee Wellbeing and Assistance Program 15. NPS - National Pension Scheme 16. LTA Leave Travel allowance 17. Leave Encashment 18. Bank Assistance 19. Employee's State Insurance* 20. Gratuity 21. Provident Fund 22. Cab facility *Admissibility of the benefit may vary commensurate the department, designation, and role.

About The Role Job Title: SQ-Quality Analyst-Service Department/Group: Service Quality Location: Noida, Mumbai, Bangalore, Hyderabad Will Train Applicant(s): Yes About The Role Role and Responsibilities Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews). Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark. Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score. Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.) Serve as the subject matter expert for quality management systems including the call monitoring and document management systems. Lead best practice sharing and learning sessions related to quality with quality analysts and quality subject matter experts. Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders). Actively measure, monitor, trend and report quality metrics to identify potential quality concerns. Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required. Participate in stakeholder meetings to represent the quality function for the site managed. Experience as Call Centre agent handling customer and also experience in Call audits Keeping oneself updated with latest product/process by monthly self-call taking activity Preferred Skills Good listening skills Maintains a high level of professionalism Skilled in conflict management Ability to confidently facilitate team discussion on quality/COPC parameters Experience in coaching and leading employees Understanding and practical experience in effective coaching techniques Ability to continually support employees through individual development plans Time management, organizational talent and presentation skills Ability to deal with constant change positively and maintain high motivation Drives team engagement and actions through internal survey results and insights Help associates understand the performance bar and supports them to reach it Good listening and conversation skills Ability to confidently facilitate team discussion on quality/Weekly/ Monthly meets on parameters

Department/Group: Service Quality Will Train Applicant(s):Yes Role and Responsibilities Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews). Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark. Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score. Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.) Serve as the subject matter expert for quality management systems including the call monitoring and document management systems. Lead best practice sharing and learning sessions related to quality with quality analysts and quality subject matter experts. Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders). Actively measure, monitor, trend and report quality metrics to identify potential quality concerns. Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required. Participate in stakeholder meetings to represent the quality function for the site managed. Experience as Call Centre agent handling customer and also experience in Call audits Keeping oneself updated with latest product/process by monthly self-call taking activity Preferred Skills Good listening skills Maintains a high level of professionalism Skilled in conflict management Ability to confidently facilitate team discussion on quality/ COPC parameters Experience in coaching and leading employees Understanding and practical experience in effective coaching techniques Ability to continually support employees through individual development plans Time management, organizational talent and presentation skills Ability to deal with constant change positively and maintain high motivation Drives team engagement and actions through internal survey results and insights Help associates understand the performance bar and supports them to reach it Good listening and conversation skills Ability to confidently facilitate team discussion on quality/Weekly/ Monthly meets on parameters

- Responsible for audit call reports and identify errors. - Capable of identifying gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls. Required Candidate profile -Should have Excellent Writing Skills -Call Monitoring / Call Barging / Give Feedbacks to the Agents - Customer service or sales experience would be a plus

- Responsible for audit call reports and identify errors. - Capable of identifying gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls. Required Candidate profile -Should have Excellent Writing Skills -Call Monitoring / Call Barging / Give Feedbacks to the Agents - Customer service or sales experience would be a plus

French Quality Analyst- Work From Home Assess and deliver feedback using the quality audit scorecard assessment tool French Call Quality audit & call calliberation Quality audit and Feedback French- MUST Shifts- 5:30 pm -2:30 am

Quality Analyst – Domestic BPO Location: Mohali Experience: 1+ year as QA in BPO (Documented experience) Inbound/Outbound Sales experience Qualification: Graduate Salary: Up to 4 LPA 6 Days working Good Communication Skills required. Required Candidate profile Apply Now: hr.skyway603@gmail.com Contact: 7696495267 -Bhumika Gupta

Profile: Process Trainer-BPO Location: Mohali Minimum 1 year experience as Trainer in BPO (on-paper) Salary: Up to 4 LPA Qualification: Graduation Working Days: 6 Days/Week Good Communication Skills Required Candidate profile How to Apply: Send your updated resume: harmanpreet@skywaysolution.in or call:8264807657 HR Harmanpreet Kaur

OPENINGS FOR Senior Quality Analyst at MNC in Chennai Experience: Minimum 2 years as a Quality Analyst (must be on paper) Education : Graduation (Mandator) Location : Chennai Attractive salary + incentives US VOICE PROCESS - Rotational Shift only 5 days working If you're interested call or whatApp resume to Noor : 8951992036 or email to: nureizeemapower@gmail.com

As a Quality Analyst , you will complete audits or evaluations. This may include quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, etc. You will ensure that your defined monthly or weekly evaluation targets are met. Roles and responsibilities: Audit calls/interactions/transactions for aligned Teammates Coach Teammates for performance improvement (campaign specific) Report performance for an aligned span on a daily/weekly/monthly basis Provide inputs and basis audits for briefings and training which need identification Partner with Team Leaders (TLs) in leading team meetings for metrics improvement Participate in strategic projects for the campaign/LOB Identify and escalate any potential quality issues per defined process Isolate and report defects; verify defect fixes Suggest process/system improvements based on common customer concerns Accomplish other responsibilities assigned by management Drive quality initiatives, contests and campaigns for the assigned span Be updated on knowledge and serve as SME for the campaign/LOB Technical skills and qualifications: Basic understanding of Types of companies, Promoter Holdings & adherence to government regulations Must have worked in customer service (Voice & Back Office experience preferred) At least one-year of work experience as a Quality Analyst (preferred) Basic skills in Excel or Google Sheets Problem-solving skills Familiarity with the application of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred) Soft skills: Proficiency in English language - C1/C2 preferred Has strong customer centricity Can assertively provide constructive feedback Has good written and verbal communication skills Thinks logically Can manage conflicts Pays strong attention to detail Can work with minimal supervision Demonstrates initiative and good judgment Can work on multiple projects and is versatile Can establish and maintain effective working relations with a wide variety of individuals Can work with a diverse team Has a Continuous Improvement mindset Personality traits required: Demonstrates clear thought process Articulates clearly Exercises conscientiousness and diligence Demonstrates assertiveness

International Insurance voice Process UK shift (12:30 pm -9:30pm) Week off :Sat,sun Brookfield Salary: up to 28k to 30,000 (graduates with experience) Experience: Minimum 1 year of Experience in international voice process 2 Way Free cab

Role & responsibilities Conduct Transaction Quality Audits Conduct Audit Data Analysis & Error Analysis Provide Transaction Quality Metrics Provide Feedback and suggestions for improvement Publish Dashboards at defined intervals Drive Quality Initiatives Provide data inputs to internal stakeholders Flexibility and Availability for any ad-hoc business requirement Ensure Confidentiality, Availability, and Integrity of Data Customer Service experience required Preferred Competencies Knowledge: Understanding of the process, evaluation & feedback, reporting and analysis Establish controls on Transaction Processing aiming for a Zero-Defect Output Report and Publish Transaction Quality Metrics Publish Dashboards Provide Feedback and suggestions for improvement GAP Analysis & Controls Error Analysis and Root Cause Analysis for process deviations Adherence & record maintenance to Internal and External QMS Audit Requirements Continuous Focus and Drive to meet and exceed SLAs Drive process level quality initiatives Responsible for reviewing and tracking the progress on the action plans shared by the internal teams and highlighting deviations Responsible for carrying out improvement projects on the areas identified as improvement areas on monthly basis Should have hands on experience on 7 QC tools. Eligibility The applicant should have previous experience of 1 year in QA role and overall experience of minimum 2 Years. 1 Year of QA experience in Customer Service or Back office or Chat/Voice Excellent verbal and written communication in English The candidate should have excellent problem-solving capabilities and lateral thinking skills The candidate should be proficient in excel and power point Willingness to work in 24 X 7 work environment Good Knowledge of Audit and Evaluation function Analytical bent of mind having Knowledge of seven Quality tools. Ability to handle pressure and a natural go getter Continuous Focus and Drive to meet and exceed SLAs. Carry out Quality Initiatives.

Join TETR as Sr Quality Analyst Location: Gurgaon Experience: 2-3 years Position: Full-Time Ths Tetr Story: Tetr College of Business is a new-age B-schoolwhere students study in 7 different countries across eight semesters, gaining firsthand experience of various business environments and cultures. Founded by Pratham Mittal, a Wharton alumniand previous founder of Masters Union and Outgrow, our program uniquely combines global exposure with experiential learning. Every year our students study at leading partner universities, including NUS Singapore and FITT-IIT Delhi. Students build 7 different ventures in 7 up and coming sectors in different locations across the world like Dubai, India, United States, Ghana, Singapore, Argentina, and Europe and they get graded on actual business outcomes, ensuring practical experience and readiness for the real world. Students learn directly from distinguished faculty and global industry leaders, including: Viney Sawhney (Harvard University) Dr. Edward Rogers (Former ChiefKnowledge Officer, NASA) Manoj Kohli (Former Country Head, SoftBank) The Role: We are seeking a detail-oriented and performance-driven Senior Quality Analyst to join our Learning and Development team. The idealcandidate will have 23 years of hands-on experience in monitoring and evaluating sales calls (voice and video), identifying gaps in performance, and delivering constructive feedback and coaching to sales representatives. You willplay a crucial role in improving callquality standards, enhancing customer experience, and enabling the sales team to meet their performance goals. Key Responsibilities: *Monitor and evaluate recorded and live voice/video sales calls to assess quality against predefined parameters. *Identify compliance issues, communication gaps, and deviations from sales scripts or best practices. *Provide clear, actionable feedback and coaching to sales representatives to improve performance. *Generate detailed QA reports, highlight trends, and recommend improvements to training or processes. *Collaborate closely with Sales, Trainers, and Operations teams to ensure consistency in quality standards. *Maintain documentation of evaluations, feedback sessions, and improvement action plans. *Provide Coaching to sales representatives (Experience in Higher Education , Ed-tech , Study abroad) Preferred . Requirements : *23 years of experience in callquality evaluation, preferably in a sales-driven or customer-facing environment. *Proficiency in listening to and assessing voice/video sales interactions using standardized scorecards or QA tools. *Strong analytical, communication, and coaching skills. *Proficient in MS Office tools, especially Exceland PowerPoint (for reporting and presentations). *Detail-oriented with the ability to identify patterns and provide insightfulrecommendations for performance improvement. *Ability to work independently and manage time effectively across multiple tasks. *Familiarity with CRM systems, QA tools, or speech analytics platforms is a plus. What We Offer: *A dynamic work environment with opportunities to influence sales performance and customer experience *Acollaborative teamfocused on continuous improvement *Access to professionaldevelopment resources and tools

Job Summary: The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in a call center. This role involves analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency. Key Responsibilities: Call Monitoring and Evaluation •Monitor live or recorded calls to evaluate agent performance against quality standards. •Assess agent adherence to scripts, protocols, and company policies. •Evaluate the accuracy, professionalism, empathy, and resolution provided during calls. Feedback and Coaching •Provide constructive feedback to agents based on quality assessments. •Collaborate with team leaders and trainers to address performance gaps and training needs. •Conduct one-on-one coaching sessions to help agents improve their skills. Reporting and Analysis •Prepare detailed reports on quality metrics, trends, and areas of improvement. •Track agent performance over time and provide actionable insights to management. •Identify recurring issues and recommend process improvements. Compliance and Standards •Ensure that all customer interactions comply with company policies, industry standards, and regulatory requirements. •Monitor for potential risks and escalate compliance concerns promptly. Continuous Improvement •Participate in the development of quality guidelines and standards. •Suggest enhancements to call scripts, processes, and tools to improve customer satisfaction and efficiency. •Stay updated on industry best practices and emerging trends in customer support. Qualifications and Skills: Bachelors degree is mandatory. •2+ years of experience in quality analyst role in a call center. •Proficiency in quality monitoring tools and CRM systems. •Strong analytical and reporting skills, with knowledge of MS Excel, Google Sheets, or equivalent. •Excellent communication and interpersonal skills. •Strong attention to detail and analytical mindset. •Ability to provide constructive feedback and motivate team members. •Time management and multitasking skills.