585 Call Audit Jobs - Page 10

Job Title: Quality Analyst Designations Business Analyst Location: Noida, Uttar Pradesh, India Primary responsibilities: Support researchers in training deep learning models through accurately categorizing content, annotating data, labelling images and as described in the project roadmap. Ability to work on repetitive tasks efficiently and effectively with minimal or no errors. Strong interest in Artificial Intelligence and machine learning, especially in deep learning. Report and document issues faced from data annotation to the Research team and suggest solutions Comprehending the overall purpose of an annotation task based on requirements Provide feedback for improvement to existing tools that can improve the accuracy and quality of deep learning models Internal project work to contribute to the growth, directions, models/annotators task, process, etc. Mandatory requirements: Excellent English-language oral and written communications skills Minimum 3-5 years in a Professional environment (International Contact Centers) with much of that time in a Quality Assurance Role or data annotation. Identify, analyze, and interpret trends or patterns in data sets to generate actionable insights. Excellent hands-on experience in performing Root Cause Analysis. Strong business acumen. Should be a graduate in any stream with intermediate knowledge of MS Office. Knowledge of contact center applications/metrics such as QM, Speech Analytics, AHT, FCR & NPS. Graduate with minimum 2-6 years experience of Contact Center. Atleast 3 years experience in call quality function. Open for US Shift. Open for WFO Open for 18 Months Bond.

Job Description Section: Job Title: Call Quality Analyst Location: Gurgaon, India 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 Kindly share your resume at amulyavaish@paisabazaar.com

Hiring for QA. Languages Required (Any one): Malayalam & English OR Gujarati & English OR Marathi & English Job Description: We are looking for a detail-oriented and experienced Quality Analyst (QA) from the BPO sector who is fluent in [Malayalam OR Gujarati OR Marathi] along with English . The ideal candidate will be responsible for monitoring and evaluating customer interactions to ensure the highest quality standards are maintained across all communication channels. Key Responsibilities: Monitor calls, chats, and emails to assess the quality of service delivered Identify gaps in agent performance and suggest improvements Provide constructive feedback and coaching to agents Maintain audit reports and track quality metrics Collaborate with training and operations teams to improve processes Ensure compliance with internal and client-specific quality standards Key Skills: Proficient in English and any one regional language: Malayalam / Gujarati / Marathi Experience in BPO Quality Assurance Good knowledge of QA tools, audit forms, and call calibration techniques Strong communication and interpersonal skills Ability to analyze data and generate insights for improvement Preferred Qualifications: Graduate in any discipline QA certification (if any) is a plus Familiarity with CRM and call monitoring software Contact: 9449900627, yamanurappa.kuri@teleperformancedibs.com

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

Job Title: Training and Quality Analyst Location: Taratala , Kolkata Experience: Required 2-5 years Employment Type: Full-time About the Role: We are looking for a dedicated Training and Quality Analyst who will be responsible for evaluating the performance of our team members and ensuring continuous improvement through training and development initiatives. This role is vital for maintaining high service standards and delivering exceptional customer or client satisfaction. Key Responsibilities: Quality Assurance: Monitor and evaluate calls, emails, chats, or operational tasks to ensure quality standards. Identify gaps in performance and provide actionable insights for improvement. Maintain quality audit reports and scorecards. Collaborate with team leaders and managers to implement performance improvement plans. Training & Development: Conduct new hire training, refresher training, and upskilling sessions. Design training modules, SOPs, and e-learning content. Evaluate training effectiveness and adapt methods based on results and feedback. Coordinate with operational teams to ensure learning is aligned with business goals. Reporting & Analysis: Generate quality and training-related reports and dashboards. Track key performance indicators (KPIs) related to quality and training impact. Recommend process improvements based on data trends. Collaboration & Support: Work closely with HR, Operations, and Process Excellence teams. Act as a point of contact for training feedback and quality concerns. Stay updated with product/process changes and ensure timely communication. Key Skills & Competencies: Strong analytical and observation skills Excellent communication and interpersonal skills In-depth knowledge of quality tools and training techniques Ability to manage multiple priorities and meet deadlines Proficiency in MS Office (Excel, PowerPoint, Word); familiarity with LMS/QA tools is a plus Qualifications: Graduate in any discipline (Preferred: Training & Development or Quality-related certifications) Proven experience in a similar role (Quality Analyst / Trainer / QA Trainer) Experience in [industry e.g., fleet management, customer service, logistics] is preferred

Conduct call audits, assess agent performance, provide feedback for improvement, and prepare reports. Collaborate with teams for process enhancements, ensure compliance with regulations,and integrate customer feedback to improve service quality.

Lead QA deployment in all processes and business units as per plan Lead a team of QA’s/Sr. QA’s QTL, AM and monitor key metrics and SLA’s) Analyze NPS data QA audits activities (SOPS/VSM/FMEA/Quality Frame work etc.) Required Candidate profile Graduate with 10-15 years of relevant exp Should be working as Quality Manager on papers for international voice process Excellent communication skills flexible with US shifts Prefer immediate joiners

Responsibilities: •Conduct daily transaction audits and track performance compliance • Deliver feedback and remedial coaching to analysts and trainees • Support new hires during OJT and identify process improvement areas • Collaborate with Ops and TLs on SLAs and service quality enhancement • Prepare QA reports and present findings during stakeholder reviews Night Shift - Work from Office

Team Lead/ Assistant Manager: We are seeking a Project Delivery Manager to oversee key projects, ensuring client satisfaction and adherence to SLAs. This role involves managing tele-calling operations, mentoring team members, and ensuring quality assurance. The ideal candidate will be responsible for maintaining high standards of accuracy, quality, and timeliness in all project activities, while also fostering a positive work environment and developing future leaders within the team. Key Responsibilities: Manage tele-calling activities, including monitoring data, ensuring daily call targets (200 calls/day), and achieving conversion ratios4. Mentor students (Monthly target) and manage client expectations, aiming for zero escalations during client calls. Oversee team performance, identify future leaders, and promote team coordination. Conduct daily call audits to ensure compliance with quality standards, targeting zero errors. Prepare and format 50 testimonials monthly, ensuring accuracy and adherence to guidelines. Qualifications and Skills: Proven experience in project delivery, team management, and quality assurance. Strong communication and leadership skills. Experience in handling large volumes of data and tele-calling operations. Ability to meet strict deadlines and mentor team members. Interested Candidates can send their resumes on - vedaants@gttfoundation.org Contact Number - 8956166502

Educational Qualification : Graduation / Diploma / Degree or higher qualification in any discipline Experience Requirements 1. 3-9 years of Total experience 2. At least 3 years experience as voice coach 3. Excellent command over spoken and written English 4. Should be able to handle Grammar, Soft skills, Accent Neutralization, C/Service & Business English 5. Must have a zeal and passion for training & excellent interpersonal skills 6. Exposure in an international corporate environment is a must 7. Ability to perform in adverse situations 8. Should be well versed in handling computers esp. Word, Excel and Power Point 9. Willing to work in shifts in 24X7 environment Role Responsibilities 1. Voice audits & feedback 2. Voice audit process documentation as per business requirements 3. New hire training for new engineers. Documentation should be available on Attendance and assessment scores 4. Refresher training for every engineer. 5. Email / Chat audits based on business requirements. 6. Work with service desk competency tower and implement best practices 7. Work with Delivery team and identify voice training needs 8. Training scheduling as per business requirements, training plan review and approval. 9. Continuous improvement in Voice competency at account level 10. Develop voice skills of engineers to meet customer requirements in 6 months from date of joining 11. Ensure engineers attendance for trainings as planned unless there is a crisis impacting contractual deliverables 12. Define / Revise weekly and daily report formats as per business requirements 13. Publish daily, weekly, monthly & quarterly reports 14. Ensure availability candidates for walkin interviews 15. Complete voice screening of candidates in 24 hours during weekdays unless candidates list is more than 10 profiles 16. New hires training on voice and soft skills 17. Provide Timelines for CSAT scores achievement and sustenance 18. Improve & sustain CSAT scores on voice competency as per targets & timelines agreed with delivery 19. Weekly reviews with delivery team, Monthly & Quarterly reviews with delivery and customer 20. Participate in DSAT RCA review calls if the DSAT is due to voice competency issue .

We are urgently hiring a Quality Analyst for US Voice Process . This role focuses on auditing customer interactions, Call auditing and monitoring, coaching agents for service improvement, and ensuring compliance with quality and customer service standards. The candidate must have a strong background in international voice processes with proven quality evaluation expertise. Key Responsibilities: Quality Monitoring & Evaluation Audit live and recorded inbound calls to assess customer interactions against quality benchmarks. Evaluate performance based on call handling skills, process adherence, compliance, and customer experience. Coaching & Feedback Deliver timely and actionable feedback to agents through one-on-one sessions. Partner with Team Leaders and Trainers to drive performance improvements and close skill gaps. Process Improvement & Compliance Identify trends, agent errors, and operational gaps based on audits. Recommend process and policy changes to enhance customer satisfaction and compliance. Ensure compliance with internal quality standards and regulatory requirements (e.g., HIPAA where applicable). Reporting & Analytics Maintain and share detailed quality audit reports, highlighting strengths, improvement areas, and action plans. Analyze quality scores, CSAT/NPS trends, and drive continuous improvement initiatives. Calibration Participate in regular calibration sessions with QA, Operations, and Client teams to ensure scoring consistency and alignment. Job Requirements: Education: Bachelor's Degree (Mandatory) Experience: Minimum 4+ years of total experience in an International Voice Process (US, UK, Australian, Canadian, or ANZ markets). Minimum 1+ year of experience specifically as a Quality Analyst/Auditor in an Inbound or outbound Voice Process . Skills: Excellent command over English (spoken and written). Strong knowledge of quality monitoring tools, call auditing frameworks, and contact center KPIs (AHT, CSAT, NPS, FCR, Quality Scores). Proficient with CRM systems, QA software, and reporting tools. High attention to detail, analytical thinking, and problem-solving skills. Ability to deliver constructive feedback and influence agent performance positively. Additional Requirements: Flexibility to work in rotational night shifts (Mandatory). Immediate joiners preferred. Strong understanding of customer service, compliance protocols, and quality standards. Interested Candidates can share your updated Cv to : anitha.c@sagilityhealth.com

Roles & Responsibilities - - Be able to audit sales calls, support tickets for tangible & intangible parameters - Train thoroughly with the CRM, understand the sales, support, admissions process in entirety and conduct audit pertaining to compliance, quality of call, any unfair means for sale etc - Review and evaluate audit findings along with objectives, method used for audit and prepare comprehensive audit reports for management internally - Audit customer support team basis incoming tickets and resolution to ensure learner experience is the best in class - Coordinate with training team to ensure regular training and retraining on good practices for sales and support teams - Ensure compliance with ethical standards and professional guidelines, and maintain confidentiality of audit information - Collaborate with cross-functional teams to ensure effective communication and resolution of audit issues - Stay up-to-date with industry trends and best practices, and incorporate them into audit processes and procedures Academic Requirements/Qualifications- - 2-3 years of experience in auditing in inside sales and customer service - Ability to understand data and prepare audit reports - Excellent communication and interpersonal skills - Ability to work under pressure and meet deadlines

Quality Analyst- Operations Roles and Responsibilities : Responsible for calibrating and supporting quality standards. Participates in joint call (contact) monitoring with client, client services team and call center team. Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner. Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause. Monitor quality and accuracy attributes; recommend solutions to address root cause. Assist in customization of quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals. Provide recommendations on improving the quality process to achieve goals and objectives. Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated. Coordinate efforts with Educational Services to ensure that appropriate training and development is in place to address client quality initiatives. Monitor COPC requirements for the site. Education (if beyond High School or equivalent) : Minimum Graduate(Any Bachelors Degree Holder would be eligible). Experience Target (in this job or a related function/field) : One or more years’ experience demonstrating knowledge of call center operations, goals and processes. Skills : (identify essential skills required, and identify additional skills that enable success in performing this job) Basic PC skills. Strong customer service and interpersonal skills. Good verbal and written communication skills. Research, analytical and problem-solving skills. Knowledge/Abilities : (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job) Knowledge and effective use of quality management processes and tools. Ability to work well independently or within a team.

For more details - Watsapp details to HR Mamta @9903044494 Hi folks, Hiring Quality analyst (Only from Travel process) Minimum 1yr exp as QA in travel domain mandate Salary upto 45k Location Kirti Nagar Both side cab provided (West Delhi,Noida & Faridabad) Walkin drive on 16th & 17th (5pm onwards)

Role & responsibilities Quality Analysis Responsibilities Identify and remedy defects within the production process Recommend, implement and monitor preventative and corrective actions to ensure that quality assurance standards are achieved Compile and analyze statistical data Ensure that user expectations are met during the testing process Draft quality assurance policies and procedures Investigate customer complaints and product issues Requirements and skills Proven work experience as a Quality Analyst or similar role Experience in quality inspection, auditing and testing Excellent communication skills, both written and verbal Strong computer skills and knowledge of QA databases and applications Strong analytical and problem-solving skills Meticulous attention to detail Relevant training and/or certifications as a Quality Analyst Preferred candidate profile 5 Days working General Shift timing Need immediate joiner

Quality Analyst Work mode In office Key skills Quality Assurance Tools Experience- 3 to 7 Job location Gurugram, Noida Job Description : Audit transactions by Customer Service Representatives, Technical Support, and/or Sales based on internal quality assurance and/or external customers to provide an excellent experience Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation. Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance. Flagging behaviors - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviors and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary. New hire / Nesting support - Complies with a specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department. Conducts calibration session with Operation Team Requirements : Should be willing to work in shifting schedules Excellent written and oral communication Excellent problem-solving and analytics skills Excellent understanding on TELUS Customer Experience Blueprint Seek appropriate guidance and advice to deliver quality outcomes. Works under limited supervision. Excel & G-Sheet knowledge (Desirable) Excellent verbal and written communication Must have ability to work under pressure Best Regards Richa Gupta 9901595457 richa.gupta@telusinternational.com

Educational Qualification : Diploma / Degree or higher qualification in any discipline Experience Requirements 1. 3-9 years of Total experience 2. At least 3 years experience as voice coach 3. Excellent command over spoken and written English 4. Should be able to handle Grammar, Soft skills, Accent Neutralization, C/Service & Business English 5. Must have a zeal and passion for training & excellent interpersonal skills 6. Exposure in an international corporate environment is a must 7. Ability to perform in adverse situations 8. Should be well versed in handling computers esp. Word, Excel and Power Point 9. Willing to work in shifts in 24X7 environment Role Responsibilities 1. Voice audits & feedback 2. Voice audit process documentation as per business requirements 3. New hire training for new engineers. Documentation should be available on Attendance and assessment scores 4. Refresher training for every engineer. 5. Email / Chat audits based on business requirements. 6. Work with service desk competency tower and implement best practices 7. Work with Delivery team and identify voice training needs 8. Training scheduling as per business requirements, training plan review and approval. 9. Continuous improvement in Voice competency at account level 10. Develop voice skills of engineers to meet customer requirements in 6 months from date of joining 11. Ensure engineers attendance for trainings as planned unless there is a crisis impacting contractual deliverables 12. Define / Revise weekly and daily report formats as per business requirements 13. Publish daily, weekly, monthly & quarterly reports 14. Ensure availability candidates for walkin interviews 15. Complete voice screening of candidates in 24 hours during weekdays unless candidates list is more than 10 profiles 16. New hires training on voice and soft skills 17. Provide Timelines for CSAT scores achievement and sustenance 18. Improve & sustain CSAT scores on voice competency as per targets & timelines agreed with delivery 19. Weekly reviews with delivery team, Monthly & Quarterly reviews with delivery and customer 20. Participate in DSAT RCA review calls if the DSAT is due to voice competency issue . Role & responsibilities Preferred candidate profile

Policybazaar is looking out for Call Quality Analysts .(Call Auditing) Designation - Quality Analyst/ Sr. Quality Analyst Job location- Gurgaon 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

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 Work from Office-Kolkata only not for Delhi/NCR...Apply those who can relocate in Kolkata Required Candidate profile Work from Office-Kolkata only not for Delhi/NCR...Apply those who can relocate in Kolkata Call or Whatspp cv Sri 8851792136 Neha 8287267407

Job Role - Quality Analyst - Salary upto 6.50LPA Required Candidate profile - Minimum 1 year experience as Quality Analyst in International BPO - Should have knowledge about 7QC Tools. For More info call or Whatsapp @ 8723051470 / 8453399504 / 9387861694 / 6002281943

Team Lead Quality Eligibility Criteria: Qualification Any Graduate Excellent communication. Should be TL on Papers for atleast 2 Years. Must be Six sigma Green belt certified. Preferred Black belt Must have exposure to process improvement Should be good with MS-Office. Should have experience into data auditing, Claims, Billing Reimbursement . Should be ready to work in shifts & work from office Job Location - Pune , Yerwada Job Responsibilities: Team Supervision & Performance Management :Oversee day-to-day activities of the quality assurance team to ensure smooth operations. Delegate tasks effectively, ensuring that team members meet performance targets and deadlines. Monitor individual and team performance through data collection and reporting. Conduct regular one-on-one sessions with team members to provide feedback, identify gaps, and create action plans for improvement. Quality Monitoring & Compliance :Ensure team adherence to company policies, procedures, and client-specific SLAs. Support the implementation of quality standards as defined by the Quality Manager. Participate in calibration sessions with quality auditors and operations team leaders to maintain alignment with client expectations. Process Improvement Suppor t :Identify opportunities for process improvement within the teams scope and escalate them to the Quality Manager.Assist in the implementation of process improvement initiatives using methodologies like Lean, Six Sigma, or Kaizen.Collaborate with cross-functional teams to adopt best practices and improve operational workflows. Interested candidates can share their resume - Jitendra.pandey@cotiviti.com Reagrds, Jitendra 7350534498

Candidate should be working as a Process Trainer for a minimum of 3 years in an International BPO. Qualification - Graduate Shift - Rotational Shifts Two-way Cab Work Location - Gurgaon Required Candidate profile Immediate Joiners OR Max 1 month notice period candidates can apply Call HR Kenedy @ 9620999035 for more details

Team Lead Quality Eligibility Criteria: Qualification Any Graduate Excellent communication. Should be TL on Papers for atleast 2 Years. Must be Six sigma Green belt certified. Preferred Black belt Must have exposure to process improvement Should be good with MS-Office. Should have experience into data auditing, Claims, Billing Reimbursement . Should be ready to work in shifts & work from office Job Location - Coimbatore Job Responsibilities: Team Supervision & Performance Management :Oversee day-to-day activities of the quality assurance team to ensure smooth operations. Delegate tasks effectively, ensuring that team members meet performance targets and deadlines. Monitor individual and team performance through data collection and reporting. Conduct regular one-on-one sessions with team members to provide feedback, identify gaps, and create action plans for improvement. Quality Monitoring & Compliance :Ensure team adherence to company policies, procedures, and client-specific SLAs. Support the implementation of quality standards as defined by the Quality Manager. Participate in calibration sessions with quality auditors and operations team leaders to maintain alignment with client expectations. Process Improvement Suppor t :Identify opportunities for process improvement within the teams scope and escalate them to the Quality Manager.Assist in the implementation of process improvement initiatives using methodologies like Lean, Six Sigma, or Kaizen.Collaborate with cross-functional teams to adopt best practices and improve operational workflows. Interested candidates can share their resume - Jitendra.pandey@cotiviti.com Reagrds, Jitendra

About Habuild: Habuild is Indias first habit-building platform starting with daily yoga. Our mission is to make habit building simple, consistent, and joyful for every household. Whether you're 3 or 91, we help you show up daily. With over 1 Crore members across 100+ countries, Habuild is building the largest wellness movement rooted in daily discipline, consistency, and care. As we scale rapidly, were looking for a quality-focused and process-driven leader to head the Audit and Quality Check vertical within our Member Support Team . This role is central to ensuring we consistently deliver exceptional support experiences to our growing global community. To Apply: Please fill up the application form- https://habuild.keka.com/careers/jobdetails/90411 What Youll Do Own and evolve the quality audit framework for Community Support across chat, voice, and email channels Lead the quality and audit vertical of the Member Support team, ensuring high standards of accuracy, empathy, and responsiveness. Design and implement quality check processes, review frameworks, and audit schedules for chat, call, and email support. Monitor and evaluate interactions to identify gaps in training, tone, resolution, and escalation handling. Provide actionable feedback to support agents and drive continuous improvement through coaching and retraining. Build a QC dashboard to track key metrics, resolution time, accuracy scores, etc. Collaborate with internal product and tech teams to work with AI-backed quality control toolshelp fine-tune models, validate scoring logic, and assimilate AI-generated findings into actionable insights Collaborate closely with support operations, training, and product teams to enhance the overall customer experience. Define quality benchmarks, and ensure adherence through regular audits. Implement tools or processes to automate QC sampling, feedback loops, and reporting. Lead a small team of quality analysts (if applicable), ensuring delivery against audit SLAs What Were Looking For 3–4 years of experience in a support QA/audit role, preferably in a B2C setup (wellness, edtech, or consumer tech is a plus), or experience in customer support or BPO environments Experience with support channels like chat, voice, or email is a must Proven experience in setting up and scaling audit and quality review processes. Strong attention to detail with the ability to identify process inefficiencies and user pain points. Excellent communication and coaching skills — able to give clear, constructive feedback to agents. Hands-on with support QC tools, CRM/ticketing systems, and Excel/Sheets for reporting and data slicing. Ability to thrive in a fast-paced, evolving environment with a strong ownership mindset. Strong process orientation and data-driven decision-making.

[Immediate Hiring/Immediate Joiners Preferred] Job description Job Title: Quality Analyst Sales Process (with Training Responsibilities) Location: Sector 48, Gurugram. [Badshahpur] Department: Sales / Quality Assurance Reports To: Operations Manager Position Summary: We are seeking an experienced Quality Analyst with training capabilities to support and enhance our sales operations in the Australian market . The ideal candidate will be responsible for auditing sales interactions, maintaining compliance with Australian standards and delivering effective training programs that align with business goals. This dual-role position will ensure that both new and existing sales team members uphold high standards of quality, customer service, and regulatory compliance. Key Responsibilities: Quality Assurance: Monitor and assess outbound/inbound sales calls to evaluate performance against company standards and Australian compliance regulations. Use established QA scorecards to measure effectiveness, objection handling, customer experience, and adherence to ACCC and Telecommunications Industry Ombudsman (TIO) guidelines. Conduct regular calibration sessions to ensure consistent and unbiased evaluation across the compliance team. Provide timely, constructive feedback and coaching to sales agents and team leaders. Collaborate with compliance and legal teams to flag and report any breaches or high-risk behaviors. Prepare and present weekly/monthly quality reports and insights to senior management and stakeholders. Training & Development: Design and deliver training sessions for onboarding, process updates, sales techniques, product knowledge, and compliance. Conduct refresher and corrective training sessions based on audit findings and performance trends. Maintain updated training content and knowledge base documentation aligned with Australian sales and compliance practices. Facilitate engaging training experiences using a mix of virtual and in-person formats tailored to diverse learning styles. Evaluate training effectiveness through assessments, post-training performance analysis, and feedback. Work with Sales Managers and HR to create development plans for underperforming agents. Qualifications & Experience: Bachelors degree in Business, Communication, Sales, or a related field. 24 years of experience in a quality analyst or sales training role, preferably supporting Australian clients or markets. Experience with contact centre platforms (e.g., Genesys, Five9, Zendesk), QA tools, and CRM systems (e.g., Salesforce). Exceptional communication and facilitation skills. Demonstrated ability to analyze performance data and create actionable improvement plans. Experience working in a culturally diverse or international sales environment. Key Competencies: Strong knowledge of Australian sales and compliance frameworks Quality auditing & root cause analysis Adult learning principles & training delivery Coaching and performance support Customer-first mindset Data-driven decision-making Attention to detail and regulatory awareness Stakeholder collaboration Work Conditions: Flexibility to work in AEST/AEDT time zones Shift Timing : shift Timings is from 7:00 AM to 16:30 PM IST, as we operate within the Australian International Process. [Shift is subject to change an hour early basis business needs and day light saving] Office Location : Our office is located at Gurugram, Sector 48. Transportation Services : Please note that we do not provide any transportation services such as cab facilities, nor do we offer any reimbursement for transportation expenses. Company Website : For more information about our company, please visit veye.com.au Job Type : Full-time, Permanent Pay Range : 350,000.00 - 450,000.00 per year Schedule: Fixed shift Morning shift Supplemental Pay: Performance bonus Work Location: In person, [Immediate Hiring]