218 Call Audit Jobs

Job Description: Quality Analyst for Outbound Sales Process Minimum Qualifications: Graduation in any stream. Minimum of 1-year experience as a Quality Analyst, including at least 6 months in an outbound sales process. Key Responsibilities: 1. Audit and Analysis: ¢ Conduct thorough audits of outbound sales calls to ensure adherence to quality standards and processes. ¢ Analyze lead generation methods and sales processes to identify areas for improvement. ¢ Provide actionable insights and recommendations for process enhancements. 2. Reporting and Documentation: ¢ Create and maintain detailed audit dashboards and reports to track performance and compliance. ¢ Document audit findings and process improvements accurately and comprehensively. 3. Process Improvement: ¢ Develop and implement strategies to enhance the efficiency and effectiveness of the outbound sales process. ¢ Collaborate with the training and operations teams to ensure process improvements are effectively communicated and implemented. 4. Performance Monitoring: ¢ Monitor and track key performance indicators (KPIs) related to quality and process excellence. ¢ Provide regular feedback to sales agents and management based on audit findings and performance analysis. 5. Client Interaction: ¢ Engage with clients to understand their quality requirements and ensure these are met consistently. ¢ Adjust quality processes and audits based on client feedback and evolving needs. 6. Continuous Improvement: ¢ Stay updated with industry best practices and incorporate them into the quality framework. ¢ Foster a culture of continuous improvement and quality excellence within the team. Skills and Competencies: ¢ Strong analytical and problem-solving skills. ¢ Proficiency in creating and managing audit dashboards and reports. ¢ Excellent communication and interpersonal skills. ¢ Attention to detail and a commitment to maintaining high-quality standards. ¢ Ability to work collaboratively with cross-functional teams.

Candidates from Real Estate industry preferred. Key Responsibilities: Monitor Calls and Emails: Listen to and review recorded calls and emails to assess quality and adherence to company standards. Evaluate Performance: Score interactions based on predefined criteria and provide feedback to customer service representatives. Identify Trends: Analyse call and email data to identify trends, patterns, and areas for improvement. Reporting: Prepare detailed reports on quality metrics and performance trends. Training and Coaching: Provide coaching and training to customer service representatives based on evaluation results. Compliance: Ensure that all interactions comply with company policies, procedures, and regulatory requirements. Continuous Improvement: Recommend and implement strategies for continuous improvement in customer service quality Competencies & Criteria: Communication Skills: Excellent verbal and written communication skills for effective feedback and reporting. Analytical Skills: Strong analytical skills to interpret data and identify trends. Should be well versed with MS office, Excel. Attention to Detail: Ability to identify issues and areas for improvement in customer interactions. Technical Proficiency: Familiarity with call monitoring software and quality assurance methodologies. Knowledge of SAP & SFDC preferred, not mandate. Problem-Solving: Strong problem-solving skills to address quality issues and improve processes. Minimum 2-3 Years experience in Real Estate CRM - Quality Team.

Job Title: Training and Quality Executive BPO Location: [thane] Experience: 25 years in BPO (Training/Quality roles) Salary: [Insert Salary Range] Languages Required:English, Hindi Key Responsibilities Training • Conduct new hire training and refresher programs for voice/non-voice BPO processes. • Create and update training modules based on process changes and quality feedback. • Drive soft skills, process, and product training sessions. • Evaluate trainee performance and provide feedback for improvements. • Coordinate with operations to ensure training effectiveness and floor readiness. Quality • Monitor live and recorded calls/chats/emails to ensure adherence to quality parameters. • Provide feedback and coaching to agents for performance improvement. • Prepare quality reports and RCA (Root Cause Analysis) on quality deviations. • Conduct calibration sessions with internal stakeholders and clients. • Develop quality benchmarks, audit forms, and performance scorecards. Key Skills • Strong communication and facilitation skills • Excellent knowledge of BPO metrics and KPIs • Proficiency in MS Excel, PPT, and QA tools • Coaching, mentoring, and performance management experience • Detail-oriented with strong analytical skills Qualifications • Graduate in any discipline (HSC with relevant experience may be considered) • Minimum 2 years experience in BPO Training or Quality (voice/non-voice process) Reporting To: Training & Quality Manager / Operations Head Please contact on below email id or mobile no - HR SHOUMIK - 9833585888 HR Manager pinky yadav - 7977519951 Email id - (pinkyy@eosglobe.com)

Job Description: The ideal candidate should have strong expertise in Call Quality Management within a contact center or BPO environment. Professionals with blended exposure to Quality, Operations, and Training are encouraged to apply. Responsibilities: We are seeking an accomplished and driven Sr. Manager Quality with a minimum of 10+ years of overall experience, including at least 3 years in a managerial role. Strong expertise in Call Quality Assurance, preferably in a contact center or BPO setting Experience with QA tools, metrics, and reporting systems Strong leadership, communication, and interpersonal skills Ability to manage multiple priorities and work in a dynamic, fast-paced environment Exposure to process improvement methodologies like Six Sigma (preferred) Bachelor's degree (required); additional certifications in Quality Management or related areas are a plus Interested candidates can apply here or call me prashanth @ 9360810536 Monday to friday 10.00a.m. to 6p.m. only

Duties: You will work with and train Users and Technical Lead experts and empower them to create new and existing Digital Campaigns, Experiences and will be at the center of technological and creative innovation in the digital age. Skills: You will have a technical degree in computer sciences related field as well as working experience in a professional training or consulting environment of an enterprise software company or consultancy. Knowledge of online or offline direct marketing functions is an asset, though not required. You will be comfortable responding to the varying demands of working for a dynamic, international company. You have training experience or customer-facing experience You are a self-motivated individual, with well-developed inter-personal & communication skills and a strong desire to succeed.

Hiring for Quality analyst || Spanish Language || English Language Usa travel industry exp. voice process || Call audit / monitoring and sharing feedback salary negotiable 5 days working both sided cabs Call or whatsapp ramya 08864946771 Required Candidate profile spanish quality exp only travel background immediate joiner

Key Responsibilities- Conduct onboarding and process training sessions for new hires. Facilitate regular upskilling and cross-training for existing team members. Design, update, and maintain training manuals, presentations, and other materials. Customize training modules as per client processes and updates. Provide feedback to employees and identify areas for improvement. Skills and Competencies- Strong communication and presentation skills. Ability to simplify complex concepts for learners. Analytical and problem-solving abilities. Proficiency in MS Office tools (Word, Excel, PowerPoint). Adaptability to dynamic process updates. Interested can share their resume at 8264812719 for more details. Let's connect and discuss the requirements.

Will be responsible for ensuring quality in P&C Insurance process, specifically in FNOL, FROI & payments. Exp in using QC tools & methodologies, such as Six Sigma, monitor calls, conduct audits, analyze audit findings & implement corrective actions. Required Candidate profile Graduate with exp in FNOL (First Notice of Loss) and FROI (First Report of Injury) processes Within P&C Insurance. Min of 1+ yr of exp in a quality assurance in the P&C insurance process.

Job Summary: We are seeking a highly analytical and experienced Quality Manager to lead the call auditing and quality assurance function within our BPO operations. The ideal candidate will be responsible for designing and implementing quality frameworks, leading quality auditors, ensuring compliance with client expectations, and driving continuous improvement through insightful analytics and performance feedback. Key Responsibilities: Develop and manage QA processes for voice and non-voice customer interactions to ensure adherence to client and internal standards. Oversee a team of quality analysts to monitor, audit, and evaluate agent calls, chats, and emails. Analyze call audits and trends to identify performance gaps and recommend coaching, training, or process changes. Collaborate with operations, training, and client teams to develop action plans for improving customer satisfaction, compliance, and service delivery. Drive implementation of quality improvement initiatives such as call calibration sessions, feedback loops, and scorecard redesigns. Conduct quality calibration sessions with internal teams and clients to ensure scoring consistency and alignment. Track and report key quality metrics (e.g., CSAT, QA Scores, FCR, compliance issues) on a regular basis. Ensure the QA function is compliant with regulatory and contractual standards (e.g., PCI, HIPAA, GDPR, depending on industry). Provide regular performance reviews and coaching to QA analysts, ensuring their continuous development. Develop and maintain documentation including QA policies, SOPs, training materials, and audit templates. Serve as a point of contact for client quality escalations , audits, and reporting.

About the Role: This is a full-time hybrid role for an Head of Inside Sales - US Geography at NetCom Learning located in Hyderabad, with flexibility for some remote work. The Head of Inside Sales will be responsible for customer satisfaction, lead generation, account management, and overall sales activities within the assigned US geography. Key Responsibilities: Build/ Manage teams of sales development reps & sales reps. Achieve quota by helping team achieve theirs through direct sales enrolment and appointment conversation Help team achieve their KRAs. Team will source new sales opportunities through lead follow-up and outbound cold calls and emails Work with existing reps & resources and work on optimizing their potential Present insights, pipeline updates, and performance metrics to senior leadership during Quarterly and Annual Business Reviews (QBRs/ABRs). Hire, train & develop new reps to achieve sales & appointment goal Set & manage process by effectively working on the KRAs either individually or, in coordination with various stake holders Create/ manage campaigns effectively with an aim to deliver the desired outcome within agreed deadlines Use data to analyze & optimize campaign performance. Work with various divisions to execute the campaign strategy Monitor, audit & analyze to find ways to optimize the performance Get well versed with products so you are well equipped to takes escalated calls & 2nd voice talk offs Responsible for maintaining headcount, managing performance & attrition Learn & demonstrate good understanding & be a counterpart for Inside Sales Head The Head of Inside Sales Manager will be Instrumental in managing the Sales funnel via appointment generation Requirements: US sales/Inside sales exp. at least 5 years in the US Market. Team management for about 6-10 yrs. At least handling a team of 15+ senior reps. Responsible for Campaign Planning & Strategy Excellent communication skills with no MTI Education Training, SAAS or, other cloud based or, Top BPO

Designation - Quality Analyst/ Sr. Quality Analyst Job location- Chennai /Kochi/Mumbai Salary Range - 3LPA - 5LPA (Depends upon interview) 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. Contact Person :HR Suman (9934827654) share CV via WhatsApp OR Sumankumari1@policybazaar.com

2+ years call audit experience is a must Kannada and Marathi Speaking is a must Day Shift 6 days working Age should be less than 35. Max 5L CTC PA Call 7200550358, 9361349589, 7092982513

Languages Known - Tamil is Must Responsibilities:- High performance delivery on all quality parameters Audit chats/email interactions on Product/process, Communication and soft skills parameters Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion Data analysis and making designated reports/decks Participate in calibrations to ensure consistent scoring & feedback delivery approach Communicate to heighten awareness and focus on importance of positive customer experience Make recommendations and drive process improvement Reduce learning curve and help enhance product/process knowledge of new joinees Ensure that internal policies, procedures, and compliance regulations are being followed Customer/Client Interactions by using process knowledge and highlighting key areas to work on Prepare TNA, publish and execute for 100% closure Real Time Support (Production/Live Support) on the floor as per the business requirement Desired Skills: Must understand Audit & Coaching process Excellent writing and comprehension skills Extremely good verbal & written communications skills Technical knowledge of English communication - sentence construction, grammar, punctuation etc. Effective Presentation, Feedback & Coaching skills Hands on experience on MS-Office; preferably on MS-Excel and Power Point Customer orientation and Customer Service Attitude Effective problem-solving skills and Highly energetic & enthusiastic Interpersonal skills and Team work Ability to handle/analyse data to generate Quantitative and Qualitative analysis

Hiring for Travel Quality Analyst (US Process ) Min. 1 year exp. required in (Travel Company ) Salary up to : 45k Location : Gurgaon / Delhi (Kirti Nagar ) Both side cab plus meals Shift : Night & Rotational 5 days a week Sat & Sun fixed off

International BPO Hiring for Quality Assurance / QA / Quality Analyst Min. 3 - 4 Years overall Experience (2 Years as Quality Analyst) Salary up to 6.5 LPA Mail - Qualitydemographic@gmail.com Required Candidate profile Must have 2 years of Experience as a Quality Analyst in an International BPO Call & WhatsApp HR Shweta - 7020527305 Email Ur CV - Qualitydemographic@gmail.com

Role : Manager Min 10 yrs exp required in Quality Analyst(voice). Deep understanding of monitoring quality in a sales environment for C2C. Must be a Graduate. UK shifts. CTC : 20lpa max Please whatspp resumes to Ayesha @7989178395 Required Candidate profile Has good analytical skills to analyze and interpret data Mastered and has a solid understanding of quality control mechanisms Ability to identify trends, evaluate products, and make informed decisions Perks and benefits Attractive Incentives Health Insurance Day Shift

Job Overview: The Quality Analyst for Sales Calls is responsible for monitoring, evaluating, and improving the quality of sales calls handled by sales representatives or agents. The primary goal is to ensure that sales calls meet company standards for professionalism, compliance, customer engagement, and effectiveness in driving sales. The role involves analyzing call recordings, providing feedback to sales agents, and collaborating with management to enhance sales processes and outcomes. Key Responsibilities: Monitor and Evaluate Calls Listen to and evaluate recorded sales calls to ensure adherence to company scripts, policies, and quality standards. Assess call quality based on customer engagement, sales pitch effectiveness, product knowledge, and overall professionalism. Provide Feedback: Provide constructive feedback to sales agents, highlighting strengths and areas for improvement. Conduct one-on-one coaching sessions with agents to improve sales techniques, customer interaction, and call outcomes. Reporting and Documentation: Document call evaluations and performance trends, tracking metrics such as call quality, conversion rates, and customer satisfaction. Create regular performance reports for sales team managers, highlighting areas for training or improvement. Compliance and Process Improvement Experience: Prior experience in a call center, sales, or quality assurance role preferred. Familiarity with sales processes and understanding of sales goals and KPls. Analytical Skills: Strong attention to detail, with the ability to identify trends, patterns, and areas for improvement in sales calls. Ability to analyze data and create actionable insights for sales teams. Communication: Excellent verbal and written communication skills to provide clear feedback and collaborate with team members. Problem-Solving: Strong problem-solving skills to identify root causes of performance issues and suggest improvements. Techical Proficiency: Familiarity with call monitoring software, CRM systems, and Microsoft Office Suite (Excel, Word, etc.)

Role and Key responsibilities: • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners) • Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practice implementation • Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes • Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies • Participate in quality task force with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable) • Contribute to maintaining forms and legends documents • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals • Key skills and knowledge: • Strong attention to detail. • Self-starter, sense of urgency and works well under pressure. • Demonstrated ability to multi-task and meet timelines of deliverables. • Proficient in Microsoft Office. • Strong communication skills, both written and verbal. Educational qualification: Graduation Location: Bengaluru, Kolkata, Pune and Mumbai Malad Preferred candidate profile: Looking for Immediate joiners or with 30 days of notice period

Role : Minimum of 4 years of experience as a QA preferably in ITES industry handling a transaction Voice process. Exp : 7-11Years Graduation is mandatory UK shifts Two Way Cabs CTC : 11lpa max Kindly whatspp resumes to Bhargavi @ 8096317698 Required Candidate profile Strong knowledge of Evaluation tools & feedback mechanism. Must have knowledge of 7 Quality Tools. Cross cultural understanding and ability to drive work globally. Perks and benefits Attractive Incentives Health Insurance Day Shift

Candidate should be working as a Process Trainer on papers in an International voice process. Qualification - Graduate Shift - Rotational Shifts Work Location - Bangalore / Kolkata / Gurgaon / Mumbai Required Candidate profile Immediate Joiners OR Max 1 month notice period candidates can apply Call HR Swapna @ 7411718707 for more details

Candidate should be working as a Quality analyst on papers in an International voice process. Qualification - Graduate Shift - Rotational Shifts Work Location - Bangalore / Kolkata / Gurgaon / Mumbai Required Candidate profile Immediate Joiners OR Max 1 month notice period candidates can apply Call HR Swapna @ 7411718707 for more details

Hiring For Quality Analyst - Pune Salary:- 4.5 LPA Experience:- 2 Years experience required as a Quality Analyst In BPO Qualification:- Graduation 6 days working Rotational Shifts Male and Female both can apply Required Candidate profile Interested Candidate Drop your CV - @9988352892 HR-Sonali Rana

Job Title: Quality Analyst BPO Location:Sector - 18 Gurgaon CTC: 3.2 LPA Working Days: 6 Days a Week Reporting To: Quality Manager / Process Manager Key Responsibilities: Audit customer interactions (calls, chats, emails). Conduct call calibrations with internal and client teams. Use 7 QC tools for root cause analysis and quality improvements. Identify TNI (Training Needs Identification) and support training interventions. Provide feedback to agents and maintain quality dashboards. Requirements: 1 years of QA experience in BPO. Strong in QC tools, call audit methods, and Excel reporting. Excellent communication and analytical skills. Graduate in any stream; interested candidate whats app and call me on 9311240715 (prefered immediate joiner )

Role : Minimum of 4 years of experience as a QA preferably in ITES industry handling a transaction Voice process. Must be a Graduate. UK shifts. CTC : 11lpa max Please whatspp resumes to Ayesha @7989178395 Required Candidate profile Strong knowledge of Evaluation tools & feedback mechanism. Must have knowledge of 7 Quality Tools. Cross cultural understanding and ability to drive work globally. Perks and benefits Attractive Incentives Health Insurance Day Shift

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. Whats 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 wont want to miss! Contact Person: Nidhi Rastogi 8630322833 Interested candidates can apply directly or share their resume on nidhi.rastogi@igtsolutions.com