347 Call Audit Jobs

1+years of experience in Product Operations or a similar role. Involves call listening to derive insights and identify product/process gaps. Analyze and maintain data using Google Sheets and Excel (VLOOKUP, Pivot Tables, etc.). Collaborate with Product, and Ops teams to troubleshoot and improve workflows. Create data-backed reports and performance dashboards to support product decisions. Experience in call auditing and conducting subjective analysis. Requires a proactive, problem-solving mindset and strong communication skills. Familiarity with CRM dashboards or reporting tools is a plus. Work in a collaborative, fast-paced environment with growth opportunities.

Role Overview We are seeking a full-time, on-site Quality Analyst to monitor calls. Key Responsibilities: Strong proficiency in both written and spoken English. Ability to monitor calls. Provide feedback and coaching to agents for performance improvement. Offer clear guidance to associates to enhance their performance. Ensure awareness of quality and agent behavior standards. Ability to work in a 24/7 shift environment. Excellent team player with the ability to influence and manage change. Focused on meeting targets. Location: This position is based in Noida (Sector 62). Additional Requirements: Proficiency in MS Office/MS Excel. Key Responsibilities: Auditing for accuracy in work orders and data integrity. Monitoring calls. Providing coaching feedback to agents for performance enhancement. Conducting call calibrations and evaluations. Experience Preferred: Experience in outbound sales, survey processes, and customer care. Experience with companies like Dish TV, AT&T, Spectrum, and Comcast is preferred. Perks and Benefits: Health insurance coverage. Transportation services (cab for pick-up and drop-off).

• Can communicate in Hindi and English both. • Call Audit (1) Live Call (2) Recorded Calls •Team Strength •Call Duration •What is AHT? •How to share Feedback •Call Calibration •No of calls audit •What is your feedback mechanism? HR - 84483 50054 Required Candidate profile Minimum 2 yrs. of experience as Quality Analyston papers BPO ONLY • 6 Days working (Monday to Saturday) • 10 am to 7 pm office hours • Sunday Fixed off • Graduate • Male and female both can apply

Roles and Responsibilities Conduct quality audits, call audits, and call monitoring to ensure adherence to quality standards. Develop and maintain process documentation for quality control procedures. Analyze data using QC tools such as 7QC, CSAT, Pareto charts, histograms, and fishbones to identify areas for improvement. Collaborate with team members to resolve issues related to call quality and customer satisfaction. Provide training on quality assurance processes to new hires. Desired Candidate Profile 1-6 years of experience in a BPO or call center environment. Strong understanding of Quality Audit principles and practices. Proficiency in using QC tools such as 7QC, CSAT, Pareto charts, histograms, and fishbones. Excellent analytical skills with ability to interpret data effectively. SALARY COMPENSATION : Upto 4.8 LPA INTERESTED CANDIDATES REACH ME ON THIS : rozy.rozy1@teleperformancedibs.com

Policybazaar is looking out for Call Quality Analysts .(Call Auditing) Designation - Quality Analyst/ Sr. Quality Analyst Job location- Kochi Experience - 1+ Years Role Description This is a full-time on-site role as a Call Quality Analyst at Policybazaar.com in Gurugram. The role involves monitoring, evaluating, and providing feedback on call interactions to ensure quality standards are met. Qualifications Excellent verbal and written communication skills Strong attention to detail and analytical skills Experience in customer service or call center operations Knowledge of quality assurance processes and tools Ability to work in a fast-paced environment and meet deadlines Proficiency in Microsoft Office suite Minimum of a high school diploma or equivalent, Bachelor's degree preferred. How to Apply Interested Candidate can share their updated CV at kanishkabisht@policybazaar.com or WhatsApp - 9582253267 Current CTC Expected CTC Notice period Team size Total experience Reason for change Age Current loc Languages

Participate in and/or lead calibration sessions with Client partners, Trainers/Subject Matter Experts, Team Leaders and other Quality Analysts to ensure consistency in scoring and feedback delivery Generate regular quality performance reports (e.g., daily, weekly, monthly) highlighting key trends, areas of concern, and opportunities for improvement. Ensure agent adherence to all company policies, procedures, regulatory guidelines (e.g., CMS regulations for Medicare), and client-specific requirements and escalate potential compliance risks based on audit findings. Assess the overall member experience and identify opportunities to improve caller satisfaction. Participate in performance review discussions with Operations where quality data is relevant and offer support agent performance improvement initiatives. Strong Healthcare Background (Non-negotiable): In-depth knowledge of US healthcare , Medicare , Medicaid, ACA, and/or private health insurance plans, benefits, and terminology. Comprehensive understanding of healthcare regulations including HIPAA, CMS guidelines, and state-specific privacy laws. Demonstrated Expertise in Quality Assurance: Proven experience in conducting comprehensive call/interaction monitoring and audits. Strong analytical skills with the ability to interpret complex data, identify trends, and pinpoint root causes of quality issues. Proficiency in developing and implementing effective quality improvement plans. Experience in generating reports using Excel or other platforms Ability to lead and participate in calibration sessions to ensure consistency and objectivity. Interested Candidates share your CV - deepalakshmi.rrr@firstsource.com / 8637451071 Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or deepalakshmi.rrr@firstsource.com

Hiring for a Quality Analyst (technical Voice support) Skills - Hands-on exp in windows troubleshooting Minimum 2 years exp as a QA CTC - Up to 6LPA Location - Hyderabad Graduates only US Shifts Immediate joiners DM - 8905344933 (Divyam)

Roles and Responsibilities Conduct quality audits, call audits, and call monitoring to ensure adherence to quality standards. Develop and maintain process documentation for quality control procedures. Analyze data using QC tools such as 7QC, CSAT, Pareto charts, histograms, and fishbones to identify areas for improvement. Collaborate with team members to resolve issues related to call quality and customer satisfaction. Provide training on quality assurance processes to new hires. Desired Candidate Profile 1-6 years of experience in a BPO or call center environment. Strong understanding of Quality Audit principles and practices. Proficiency in using QC tools such as 7QC, CSAT, Pareto charts, histograms, and fishbones. Excellent analytical skills with ability to interpret data effectively. SALARY COMPENSATION : Upto 4.2 LPA INTERESTED CANDIDATES REACH ME ON THIS : rozy.rozy1@teleperformancedibs.com

Role- Quality Analyst ( Service Desk ) Location- Hyderabad, Pune, Bangalore Experience- min 2 years WFO| US Shift Skills- Service Desk, Quality analyst, Troubleshooting, International Voice support Contact - 9214334811

Job Title: Training and Quality Specialist Department: Sales B2C Location: Noida and Gurgaon Reports To: Training Manager Job Type: Full-Time Position Summary: We are looking for a detail-oriented and proactive Training and Quality Specialist to support our Sales B2C department. This role is responsible for conducting quality audits of sales interactions and assisting with the delivery of training programs to improve overall sales effectiveness and customer experience. Key Responsibilities Quality Assurance & Audits Conduct regular audits of sales calls, emails, and other customer interactions to ensure compliance with company standards, sales processes, and customer service expectations. Evaluate communication quality, product knowledge, and policy adherence using established QA scorecards. Provide actionable feedback to sales agents and work with supervisors to address performance gaps. Maintain accurate QA records and generate regular reports on findings and trends. Training Support Assist in the delivery of onboarding and ongoing training for new and existing sales staff. Support the development of training materials, including presentations, guides, and e-learning content. Facilitate refreshers, and coaching sessions in collaboration with senior trainers or managers. Gather feedback from trainees and contribute to training improvement efforts. Cross-functional Collaboration Work closely with team leads, supervisors, and QA analysts to ensure training and quality initiatives are aligned with business goals. Escalate recurring issues and recommend process improvements to training or QA leadership. Qualifications & Skills Bachelors degree preferred or equivalent work experience. 1-3 years of experience in sales quality assurance or training, ideally in a B2C environment. Strong communication and coaching skills. Attention to detail and ability to analyze performance data. Proficiency with CRM systems (ZOHO) and QA tools. Comfortable presenting in group settings and working independently. Experience with AI based audit is a plus.

Roles and Responsibilities Conduct call audits to ensure compliance with quality standards and policies. Monitor calls to identify areas for improvement and provide feedback to agents. Participate in call calibration sessions to refine agent performance and achieve team goals. Collaborate with the team to resolve issues and improve overall customer satisfaction. Maintain accurate records of all activities, including call logs, reports, and analytics.

Job Title: HR Quality & Training Specialist (Remote | 25,000 30,000 per month Immediate Joiners Only) Company: Neuraleap Hire About the Role: Neuraleap Hire is looking for a passionate and experienced HR Quality & Training Specialist to join our remote team. If youre someone who thrives on improving recruitment standards, loves coaching others, and enjoys auditing HR processes to ensure quality this role is for you. Key Responsibilities: Audit recruiter and candidate conversations to assess communication quality, compliance, and professionalism. Provide constructive feedback and actionable improvement plans to recruiters. Conduct onboarding and Training sessions for new recruitment team members. Create and present training decks and process materials using PowerPoint. Monitor training effectiveness and suggest improvements for better outcomes. Collaborate with internal teams to support ongoing quality control and team development. What Were Looking For: 2 3 years of experience as an HR Trainer, Recruitment Quality Analyst, or similar role. Strong communication and observation skills Proficient in MS Excel, PowerPoint, Google Workspace Comfortable working independently in a remote setup Familiarity with call audit frameworks, HR compliance, and recruitment metrics. Immediate joiners only Why Join Us? 100% remote role Growth-focused and supportive team Competitive pay and long-term potential Apply Now if youre ready to take your HR training and quality skills to the next level!

Role & responsibilities Monitor & ensure process quality & compliance Experience in a International Blended process (BPO) Excellent communication & problem-solving abilities At least 1.2 Years Documented Experience as QA Immediate Joiners Preferred

Conduct quality audits of underwritten mortgage files to ensure adherence to US mortgage guidelines and client-specific policies. Work closely with underwriters and operations teams to provide feedback, drive accuracy, and improve process quality.

Role & responsibilities: The primary task of the Quality Analyst is call monitoring and providing actionable insight To gather information to help improve agent performance in the call center QA have an evaluation form that will be used to capture the information Implement scripts, record actual results and identify defects Suggest creative and active solutions for problem Assist in identifying & reporting of defects and propose resolution Identify training needs and take action to improve performance Prepare, review and present input to quality analysis test cases Identify and bridge gaps, Assess agent performance Ensure call audit targets are met successfully covering the entire team (allocated) Identify the bottom quartile, work with them and show improvement Calibrate with local Operations team to discuss the observations and track the improvement Creating an inspiring team environment with an open communication culture Organize regular, Refresher / Q&A and Call listening session Monitor teams quality performance and report on metrics Discover training needs and provide coaching Capture Customer Voice and propose solution over better call handling Identify process gaps, if any and highlight to operations team Publish Quality score agent wise/team wise/center wise on a regular basis Give process overview to the new team members Monthly assessments to check the knowledge level of the team Preferred candidate profile: Minimum 2 year of Quality Analyst experience and 3 years of overall experience Knowledge of Quality audits and parameters Good communication skills verbal and written Please share your resume on - matildad@hexaware.com/9082299130

Total 6 Yrs exp out of this 2 yrs exp as a Assistant Manager Quality Call Callibration CSAT Manage Team of QA Count of Audit Quality Score Call or Whatspp cv Neha 82872 67407 Required Candidate profile WFO-Lucknow not Delhi/NCR or kol Apply those who can relocate in Lucknow

Experience: Minimum 1 year on paper experience required as Quality Manager International BPO - Voice process experience is mandatory Experience in a sales process will be added advantage.

Hiring for Quality Analyst/Sr. Quality Analyst Location: MBP, Navi Mumbai Role : The role is focused on auditing calls and mails, recording feedback, and facilitating necessary changes to improve the call center's core processes. The aim is to reduce errors through Audits, Root Cause Analysis (RCA), and Failure Mode and Effects Analysis (FMEA) while setting control measures in place. The role also involves delivering productivity improvements through continuous growth and technical development of the team, ensuring that all areas are efficiently managed and optimized. Job Responsibilities : Conduct thorough audits of calls and emails to ensure compliance with company standards and identify areas for improvement. Record detailed feedback based on audit findings and share it with relevant stakeholders to facilitate process enhancements. Implement necessary changes to the call center processes based on audit feedback, aiming to enhance efficiency and effectiveness. Develop and maintain updated documentation of core processes, ensuring all team members are informed of the latest procedures. Utilize Root Cause Analysis (RCA) and Failure Mode and Effects Analysis (FMEA) techniques to identify and address process errors. Set and enforce effective control measures within the processes to minimize errors and enhance quality assurance. Collaborate with the technical development team to deliver continuous growth and improvements in productivity. Provide training and support to team members to ensure understanding and adherence to updated processes and standards. Job Responsibilities : Experience in quality assurance within a call center environment is highly preferred. Familiarity with process improvement methodologies and tools, such as Lean or Six Sigma, is an advantage. Criteria : Bachelor's degree in a relevant field. Minimum of 2 years of experience in a similar role. Strong analytical skills with the ability to perform detailed audits and analyses. Excellent communication skills for effective feedback and process improvement discussions. Criteria : Experience with Phonepe processes or similar financial services. Proven track record of implementing successful process improvements. Shifts timings: 24/7 Rotational Shifts Week Off : 1 rotational week off Interested candidate can share their resume "matildad@hexaware.com" or WhatsApp on 9082299130

Responsibilities: * Conduct call audits & pitch development * Ensure quality control through process improvement & management * Oversee call center training & support * Manage call monitoring & quality assurance processes Provident fund

Role - Quality Analyst | Service Desk Exp - Min 2 yrs Skill - Technical support | IT Helpdesk | Call audit | QC Tools | Quality Assurance Notice - Immediate to 30 days Loc - Pune / Hyderabad 9116324602 | teena.ghrs@gmail.com WFO | 5 days working

Quality Analyst || Bangalore || Gujarati fluency || Call @Bhumika 9717218586 Role & responsibilities Monitor and evaluate voice interactions for quality assurance. identify process gaps and provide actionable feedback to agents. Maintain audit records and prepare quality reports. Collaborate with training and operations teams to improve service quality. Ensure adherence to company standards and compliance guidelines. Conduct calibration sessions to align with quality parameters. Preferred candidate profile Minimum 1 year of experience as a quality analyst on papers. Strong command on Gujarati. Bengali Proficient in MS Office. Excellent analytical and listening skills.

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytms mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology. Role Overview We are seeking a detail-oriented and proactive Quality Analyst to join our Collections team. The ideal candidate will be responsible for monitoring and auditing collection calls, conducting regular calibrations, and providing insights to improve overall customer experience and compliance. Proficiency in both English and Hindi is essential for this role. Key Responsibilities Audit outbound collection calls to ensure compliance with company policies and regulatory guidelines Evaluate call quality and provide constructive feedback to collection agents Identify process gaps and recommend actionable solutions to enhance performance Conduct periodic calibration sessions with team leads and stakeholders to ensure alignment in quality standards Prepare detailed reports on quality trends, agent performance, and improvement areas Collaborate with training teams to design refresher modules based on audit findings Ensure adherence to quality metrics and participate in internal reviews and quality checks Support any investigations or escalations with relevant call records and findings Key Requirements Minimum 1-2 years of experience as a Quality Analyst/ Call audit in a collections or customer service process (preferably BFSI sector/Collection) Excellent command over spoken and written English, Hindi, Tamil & Telegu (mandatory). Strong analytical and listening skills Good knowledge of quality monitoring tools and MS Office (Excel, PPT) Familiarity with CRM systems, call recording tools, and QA scorecards Ability to work independently and manage multiple priorities in a fast-paced environment Strong interpersonal skills with a solution-oriented approach Compensation If you are the right fit, we believe in creating wealth for you. With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants- and we are committed to it. Indias largest digital lending story is brewing here. Its your opportunity to be a part of the story!

We are hiring for Service Quality role for Mumbai location. Job Profile Position Title: Deputy Manager/ Assistant Manager Reports To: Lead - Service Quality Team Department: Service Quality Team Location: Marol Naka, Andheri, Mumbai Job Summary The Deputy Manager/ Assistant Manager Quality Assurance will support the Lead Service Quality team in ensuring that the end customer service standards are met. This role involves overseeing the call center QA team, developing and implementing quality control policies, and working closely with other departments to maintain and improve product quality. Key Responsibilities Team Management: Supervise and provide guidance to the QA team. Ensure team adherence to quality control procedures and protocols. Quality Control: Auditing the transactions calls & emails Develop and maintain QA metrics and reports. Implement corrective actions to address any product deficiencies. Policy and Procedure Development: Assist in the development and implementation of quality control policies and procedures. Ensure compliance with industry regulations and standards. Keep up to date with changes in industry standards and regulations. Continuous Improvement: Identify areas for improvement in the QA process and suggest enhancements. Process improvement projects to be identified from the Queries, requests & Complaints received Participate in continuous improvement initiatives and projects. Work with cross-functional teams to resolve quality issues. Documentation and Reporting: Maintain accurate and up-to-date records of QA activities and findings. Prepare and present QA reports to senior management. Ensure all quality documentation is properly filed and maintained. Customer Focus: Implement customer feedback (CSAT/ NPS) into the quality improvement process. Ensure that customer requirements are understood and met. Qualifications Education: Bachelors degree is a must. Experience : Minimum of 3-5 years of experience in quality assurance, preferably in a supervisory or managerial role. Experience in the BFSI/ ITES/ BPO is a plus. Skills : Strong understanding of quality control procedures and regulatory requirements. Excellent analytical and problem-solving skills. Proficient in quality management software and tools. Strong leadership and team management skills. Effective communication and interpersonal skills. Personal Attributes Detail-oriented with a focus on accuracy and quality. Ability to work under pressure and meet deadlines. Proactive and self-motivated with a strong sense of responsibility. Commitment to continuous improvement and professional development. Working Conditions Office and production floor environment. May require occasional travel to supplier or customer sites. Must be able to work flexible hours, including evenings and weekends if necessary. if the profile interests you, share your resume on dimple.ikya@avanse.com

Quality Analyst Location: Gurgaon Role Summary: We are looking for an experienced and detail-oriented Quality Analyst to join our team in Gurgaon. This role focuses on ensuring consistent quality standards and performance across operations, identifying improvement opportunities, and collaborating with multiple teams to maintain and elevate service delivery. The ideal candidate will have a strong background in BPO or contact center operations, with specific expertise in monitoring, coaching, and implementing quality improvements. What You Will Be Doing: Quality Goal Execution: Transform quality objectives into actionable daily tasks for teams, ensuring consistent performance and zero errors. SLA Management: Lead initiatives to meet contractual SLAs related to quality audit targets, ensuring timely and accurate delivery. Risk Identification & Feedback: Identify operational risks and provide feedback with actionable recommendations based on audited interactions, adhering to specified timelines. Team Briefings: Conduct regular team briefings to discuss performance, share qualitative insights, address process updates, and review top errors identified through monitoring and Q&A sessions. Calibration & Quality Sessions: Lead calibration sessions and transaction checks with cross-functional teams to ensure the alignment and consistency of quality standards. Data Analysis: Produce and monitor variance and flux analysis to pinpoint improvement opportunities in processes and operations. Regular Performance Checks: Conduct routine checks to detect and address abnormalities, ensuring these are communicated to relevant internal teams for timely resolutions. Coaching & Mentoring: Coach agents on key performance metrics (FCR, C-SAT, AHT), provide ongoing feedback for continuous improvement, and foster a culture of self-improvement. Visual Management: Track team-wise daily and month-to-date (MTD) performance in quality, CSAT, and CCR, identifying gaps and recommending actionable solutions for improvement. Collaboration: Partner with training and supervisory teams to update training materials and address focus areas for continuous quality enhancement. Mentorship: Mentor junior team members, supporting their skill development and overall growth within the team. Client Liaison: Collaborate with clients to propose and implement quality improvement initiatives, ensuring that all recommendations align with client expectations and business goals. Knowledge & Skills: Language Proficiency: Fluency in English with strong verbal and written communication skills. Interpersonal Skills: Ability to engage and build rapport with a diverse, multicultural team. Coaching & Feedback: Strong coaching skills, with the ability to provide constructive feedback and support team development. Analytical & Listening Skills: Excellent listening abilities and strong analytical skills to identify issues, suggest improvements, and drive data-based decisions. Experience: At least 1 year of experience in a similar role within a BPO or contact center environment. Experience in chat processes is mandatory. Technical Skills: Proficiency in MS Office (Excel, Word, PowerPoint). Education: Graduate in any discipline. What's Expected: Ability to mentor and coach teams, driving continuous improvement in quality performance. Passion for delivering measurable quality outcomes and client satisfaction. Strong problem-solving skills with the ability to implement data-driven solutions. Expertise in managing multiple stakeholders and clients to achieve operational excellence. What Are You Signing Up For? Competitive salary Health and wellness programs Career advancement opportunities Comprehensive career development Promising career progression Extensive training and development throughout your tenure A world-class work culture you won't want to miss! Interested Candidates share your resume on: sonam.singh1@igtsolution.com

Job Description Primary Responsibility: Quality Analyst-Banking Responsible for reviewing and auditing telephone interactions along with reviewing and investigating customer Transaction Monitoring (as per defined SOPs) Provide constructive feedback to teams on the call audit observations, providing recommendations to improve their performance Provides structured and timely recommendations to Quality Manager, Leadership, operations, analysts and MIS teams Performs mock calls with new hires post-training to determine readiness for moving into support Develops and conducts targeted group coaching sessions for analysts that address deficiencies and/or improvement opportunities. Partner with key stakeholders to ensure alignment with quality objectives, and calibration of evaluative scoring of calls Uses relevant quality tools to gather data and analyze trends or patterns affecting quality Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience. Maintains high delivery standards in performing his duties, ensuring accuracy and on time deliver Stays updated on all required skills for the job, especially domain knowledge, competition benchmarking and latest news on the financial sector.