585 Call Audit Jobs - Page 11

Greetings from eNoah iSolution! Hiring - Quality Analyst - Work form office Position- Process Associate/ Sr.Process Associate Experience: 1-3 Years Any degree Job Location: Chennai ( Taramani ) Shift : Night Shift ( 7 pm to 5 am ) Salary - Based on their interview Performance Notice Period : Immediate Joiner only Job Requirements: Roles & Responsibilities: Monitor and evaluate recorded calls for quality, compliance, and customer experience. Assess agent adherence to scripts, communication skills, and process guidelines. Identify performance gaps and recommend coaching or training needs. Prepare and maintain detailed quality assessment reports. Document non-compliance issues and communicate findings to relevant teams. Collaborate with operations and training teams to improve processes and agent performance. Ensure compliance with company policies, client requirements, and legal regulations. Participate in calibration sessions to maintain consistent quality standards. Support quality-related escalations and contribute to resolution efforts. Stay updated on client guidelines, industry standards, and quality best practices. Interested candidates share resume to 7708660402(whatsapp) and schedule your interviews. Interview time - 6PM to 7PM Location: eNoah iSolution India Pvt Ltd, Elnet Software City, Admin Block, 1st floor , Rajiv Gandhi Salai, Tharamani, Chennai, Opposite to Thiruvanmiyur Railway Station. Near ICICI ATM Thanks & Regards, Pavithra V HR

ROLE: Quality Manager DESIGNATION: Manager II Quality LOCATION: Kolkata YEARS OF EXPERIENCE: 8+Years Educational Qualification: Bachelors degree Company is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations Role and Key Responsibilities: Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring, providing input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements Maintain accurate metrics of direct reports individual performance as well as overall team level performance Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans Develop strong working relationships with key Business stakeholders, internal and external Oversee audits of key support processes within each account and recommend changes Key skills and knowledge: Green Belt Six Sigma Demonstrated ability to comprehend, analyze, and interpret. Solid understanding of the organization's business operations and industry. Demonstrated ability to foster customer service disposition and sense of professionalism for self and team. Excellent attention to detail. Demonstrated ability to take initiative and ownership with focus on continuous improvement. Demonstrated ability to mentor, coach and provide direction to team members. Demonstrated ability to lead team members - organizing and prioritizing projects in a fast-paced and deadline-oriented business environment. Advanced Microsoft Office skills. Demonstrated business acumen.

Candidate should be working as a Process Trainer for minimum 3years in an International BPO. Qualification - Graduate Shift - Rotational Shifts Work Location - Gurgaon Required Candidate profile Immediate Joiners OR Max 1 month notice period candidates can apply Call HR Sadiq @ 8904378561 for more details

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

Greetings from eNoah iSolution! Hiring - Quality Assurance Position- Process Associate/ Sr.Process Associate Experience: 1-3 Years Any degree Job Location: Chennai ( Taramani ) Shift : Night Shift ( 7 pm to 5 am ) Salary - Based on their interview Performance Notice Period : Immediate Joiner Job Requirements: Roles & Responsibilities: Monitor and evaluate recorded calls for quality, compliance, and customer experience. Assess agent adherence to scripts, communication skills, and process guidelines. Identify performance gaps and recommend coaching or training needs. Prepare and maintain detailed quality assessment reports. Document non-compliance issues and communicate findings to relevant teams. Collaborate with operations and training teams to improve processes and agent performance. Ensure compliance with company policies, client requirements, and legal regulations. Participate in calibration sessions to maintain consistent quality standards. Support quality-related escalations and contribute to resolution efforts. Stay updated on client guidelines, industry standards, and quality best practices. Desired Skills: Excellent Verbal and Written communication skills with a neutral accent. Good typing skills - 30 words per minute. Basic computer and Excel skills preferred. Any previous experience or exposure to APS retrieval calling and Quality Assurance. Key Skills: Adaptability & Learning Agility, Attention to Detail, Basic Computer Skills, Coaching and Feedback Delivery, Excellent Listening Skills, Good Communication Skills, Knowledge of Quality Standards & Metrics, Problem-Solving Abilities, Strong Analytical Skills, Time Management & Multitasking Certification: Call Center Quality Analyst Training,Six Sigma Green Belt / Lean Six Sigma,Voice Process Training,Effective Communication and Feedback Skills,Customer Service and Call Center Training Direct Walk-in details: Interested Candidates come for Direct Walk-in and Share your Resume to 9176419993 Mention 'Sakthivel' on your resume. Time and Venue: Monday to Friday (5.30 PM to 6.30 PM) eNoah iSolution- Elnet Software City, 1st floor , Rajiv Gandhi Salai, Tharamani, Chennai, Tamil Nadu 600113 (Opposite to Thiruvanmiyur railway station) " candidates must carry there educational documents along with PAN and AADAR " Regards, Sakthivel S -HR

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 Telgu/Marathi/Gujarati/Malyalam Bengali Proficient in MS Office. Excellent analytical and listening skills.

Quality Analyst-Service Desk Min. 2 Years of exp. in international BPO-Service Desk |1 Year as Quality Analyst on papers Exp. in Service Desk/ Microsoft troubleshooting/ Windows OS Exp. with QC Tools / RCA Night Shift CTC-Up to 6LPA Notice- 0-30 Days Perks and benefits Night Shift Allowances & Other Incentives

Dear Candidates, We have an opening for Quality Analyst & Process Trainer, Interested candidates can walk-down to our office. INTERVIEW DATE:- 10 July 2025 TO 14 July 2025 INTERVIEW TIME :- 10am to 1pm Contact Person:- Sridevi (9945764799) 1, Quality Analyst:- Role & Responsibilities: - Conducts quality review of telephonic/chat conversations to ensure quality service goals and standards are met and/or identify areas where improvements can be achieved Audit sales inbound/outbound calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures as listed out in the framework Ensure that the stipulated compliance guidelines are met, and corrective measures are taken when there is a miss Provide coaching and guidance based on audit findings, and delivers weekly/ongoing performance feedback to associates as outlined by the business Ability to train and coach Strong logical reasoning and problem - solving skills Eligibility Criteria: - 1, Qualification: - Any Graduation/ Any Post Graduation 2, Location: - Koramangala 3, Age limit: - Below 36yrs 4, Excellent communication skill is must. (English+Hindi) 5, Experience: - Minimum 2yrs experience as Quality Analyst 2, Process Trainer: - - Role & Responsibilities: - - Should have experience in maintain training documents, providing TNI, TNA, monitoring chats/calls/feedback, - Should Track and monitor performance towards key metrics (CSAT, Escalations and NPS) Train the Trainer and Quality staff through TTT - Ensure successful execution of training needs. - Responsible for on-going observations of direct reports, providing guidance, mentoring and support that focus on performance improvement of the candidate. - Should send reports/MIS to the Operations team on the progress/pending status of activities. - Should participate in Internal & External Calibrations - Should conduct refresher trainings based on TNI Eligibility Criteria: - - Must have experience minimum 2yrs of an experience as a trainer with BPO / ITES Industry - Qualification: - Graduation/ Post Graduation - Work location: - Koramangala - Age limit: - Below 35yrs - Salary:- Upto 40K - Experience from BFSI domain will be preferred Regards, Sridevi

Eligibility & Skills required: The candidate must have minimum 1 year of experience as a Quality Analyst. The candidate must have excellent written and verbal Communication skills. The candidate must have the curiosity to learn new things, new knowledge, new skill(s). The candidate must have good relation-building skills (stakeholder management) The candidate must have the ability to influence, motivate and negotiate. The candidate must have strong team player, optimistic, hardworking & creative nature The candidate must be currently residing in Bangalore, (preferably 15kms in radius) Key Responsibilities: To perform Quality related activities with 100% focus on Bottom Quartile/OJT improvement To focus on revenue improvement and increase in conversion% Leading by example by dialing customers and making sales as per the specified targets Monitoring the required number of calls and giving accurate feedback Analyse the Check-list error report, perform audits, identify the gaps and report the same to the Operations Provide data inputs to internal stakeholders Provide TNAs and TNIs to the training team on a regular basis for the development and improvement of the process. Daily Audit target to be achieved (Target changes as per requirement every week) Accuracy level of audit should be above 9 out of 10 Ad Hoc tasks with respect to team alignment and audits should be completed(depends on the stakeholder requirement) Conduct mock calls for agents Conduct and participate in daily calibrations

Urgent Hiring for Assistant Training and Quality Expert Experience : Minimum 2 years experience as a QA (should have exp. into banking industry, fintech or financial) CTC : Good hike in current CTC. Notice : Maximum 30 days Notice period. Working days & shift : Rotational shifts and rotational week off. Qualification : Any graduate. Interested candidates can share their resume below mention mail id : harshita.sen@tdcx.com or 9098529507 Who are we looking for? Minimum Bachelors Degree / Post Graduation in any field is required At least 2 years related work experience within FinTech Industry Strong communication and interpersonal skills Exposure to a strong customer-oriented environment must be Customer experience oriented. Excellent presentation skills & training delivery, with knowledge of various training methodologies Collaborative work style; willing to coach and be coached by others. Strong process orientation: must be logical and able to follow processes and adapt to changes. What is your mission? Analyze Voice of the Customer (VOC) and behavioral information to understand customer satisfiers and dissatisfiers. Establish and measure Contact Center quality index monthly with the aim to identify gaps in either processes or soft skills for improvement. Achieve desired contact outcomes with the aim to meet both customer and business expectations. Conduct orientation sessions as well as plan and deliver the full training program (including product, soft skills, and on-the-job training) for new hires. Develop new training programs/manuals, multimedia visual aids, and other educational materials. Have prompt and regular follow-ups on training programs delivered to evaluate training effectiveness. Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the ISO9001 and ISO18295-1 Quality Management System of TDCX. #BeMore Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the worlds most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore! Top Reasons to work with TDCX : Attractive remuneration, great perks, and performance incentives Comprehensive medical, insurance, or social security coverage World-class workspaces Engaging activities and recognition programs Strong learning and development plans for your career growth Positive culture for you to #BeMore at work Easy to locate area with direct access to public transport Flexible working arrangements Be coached and mentored by experts in your field Join a global company, winner of hundreds of industry awards.

Greetings of the Day! Please find below the job description of the Quality Analyst role in the Repayments team of FPL Technologies (OneCard) . (Work from Office opportunity) Opportunity: Join our dynamic team as a Quality Analyst and contribute to the financial well-being of our customers by assisting them in managing their outstanding credit card bills. Primary Responsibilities The Quality Analyst will be responsible for completing quality checks of the calls taken by In-House frontline associates and Agencies across PAN India The Quality Auditor is responsible for completing the audit set targets Daily/Weekly/monthly basis for Calls/Chat/Email for In-House & PAN India Agencies Performing the audits and preparing the audit scores on a Weekly/Monthly basis Giving constructive feedback through various coaching techniques Knowledge of Quartiles and ensure performance improvements of Bottom Quartile Conducting Calibration for In-House OPS Team Leaders, Managers & TTQ on a Weekly basis Perform Performance Knowledge Test on a monthly basis Analyze parameter wise defects and training needs Maintaining and delivering process updates Responsible for refresher training of In-House & PAN India Agencies Experience Required Should have Role Experience of minimum 3 - 5 Years as a Quality Analyst Domestic Collections Center in Banking(Credit Card/Personal Loan) must be a graduate Should have hands on @MS- Office; specifically; Excel/PowerPoint/Word Quality Tools- Pareto, Check list

Key Responsibilities: Listen to and assess customer service calls for quality and adherence to scripts and protocols Provide constructive feedback and quality scores to agents Identify trends and recommend process improvements Collaborate with team leads and trainers to drive performance improvement Maintain accurate evaluation records and reports Requirements: Proven experience in quality assurance or customer service Strong analytical, communication, and coaching skills Attention to detail and ability to work independently Familiarity with call center software and QA tools is a plus INTERESTED CANDIDATE CAN CALL ME ON 8977540946(VISHAL KUMAR)

Position: Quality Manager Budget: Up to 17.5 LPA Experience: Minimum 2 years on paper experience required as Manager, International BPO experience required, Sales experience will be add on

-Monitor and evaluate voice and non-voice interactions (calls, chats, emails, etc.) To Apply: Please share your updated resume via WhatsApp or Email. Contact: 9717900793 honey@albireorecruiters.in

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 .

Key Responsibilities - Mointor live and recorded calls to evaluate agent performance against quality standards. - Identify communication, process, and product-related gaps and provide actionable feedback. - Create quality reports and share insights with team leads and operations Managers - Collaborate with training teams to address knowledge gaps through coaching and workshops - Maintain calibration with internal and client quality expectations - Provide suggestions for process and quality improvements - Conduct root cause analysis on repeat issues or customer complaints. - Maintain accurate records of monitoring and feedback provided - Assist in developing call quality checklists, scorecards, and SOPs.

Role & Responsibilities 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. Conducts calibration session with Operation Team Preferred Candidate Profile Qualification : Graduate, Post Graduates can apply (undergraduates are not eligible) Minimum 2 Years of experience as Customer Experience Analyst (CEA) Excellent communication in English. Should be willing to work in shifting schedules Excellent written and oral communication Excellent problem-solving and analytics skills 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 Perks and Benefits Medicare Facility(free online consultation with Doc) Free pick up and drop facility will be provided within 35 Kms range Medical Insurance Life Insurance

Quality Analyst || International BPO Experience: Experience 1+ Yrs as a Quality Analyst in to International Voice (Mandate) Must Have Worked With 7 QC Tools 1 Yr of QA With International BPO On Papers (Mandate) Communication: Excellent verbal and written communication skills to provide clear feedback and collaborate with team members. 5 Days Working Rotational Shift Rotational Off Willingness to work in rotational shifts and on rotational offs Cab facility. Opportunity to work in a fast-paced, international work environment Career growth and upskilling opportunities Competitive salary (3 LPA 6 LPA based on experience and performance) Graduate / UG (any stream) Interested in Joining? Call HR Ankita : +91 8840819455 Email: ankita2.jobfinder@gmail.com Please share this opportunity with friends who are actively looking for jobs!

Role: Quality Analyst (QA) Job Location: Kolkata Client: Oxygen Open Positions: 15 Experience Required: 1-2 years Process: International Voice Process Work Days: 5 days a week Shifts: Rotational Transport: Two-way cab facility Notice Period: 15 to 30 days Education: Graduate Role Overview As a Quality Analyst, you will be responsible for evaluating customer interactions to ensure service quality, compliance with client standards, and operational excellence. This role involves monitoring calls and other contact channels, collaborating with multiple teams, and providing insights for continuous improvement. Key Responsibilities Monitor, evaluate, and audit a sampling of inbound and outbound calls, as well as other contact channels like chat and email. Assess call quality covering: Procedures coverage Co-pay information Network status of doctors (in-network vs. out-of-network) Plan benefits Handling sensitive member interactions (e.g., chronic conditions, recent bereavements) Meet productivity targets (e.g. number of calls audited per month). Report evaluation results to stakeholders including Quality Leadership, Delivery Teams, Clients, and Account Management. Participate in calibration and call listening sessions with quality staff, delivery, and clients to ensure consistency in quality scoring and best practices. Take part in internal quality audits to identify process gaps and recommend improvements. Maintain strong program knowledge of client products, services, and process strategies. Contribute to maintaining documentation such as forms and legends. Support managements focus on key drivers and operational metrics to achieve balanced scorecard and profitability goals. Participate in quality task forces and maintain phone time as applicable to stay updated on program changes. Required Skills and Knowledge Strong attention to detail. Self-starter with a sense of urgency; works well under pressure. Ability to multitask and meet timelines for deliverables. Proficient in Microsoft Office (Excel, Word, PowerPoint). Excellent communication skillsboth written and verbal. Additional Details Open to diversity candidatesanyone can apply. Rotational shifts with two-way cab facility provided. International voice process exposure preferred.

Role & responsibilities Managing Training and Quality department Understand the training needs shared by internal and / or external customer(s), manage and improve the performance of the program / process, prepare training plan, coordinate and liaise with various teams to effective execution To ensure continuous improvement in the training performance of the process. To define, standardize and monitor training and quality parameters and thereafter make recommendations for ongoing improvements. Mentoring and developing skills of training staff. Responsible for the delivery of both soft skill, customer service and coaching and feedback delivery training for training and quality staff Maintains and verifies that review exercises are conducted for all quality specialists and trainers to identify opportunity areas in transaction monitoring activities/ ongoing floor monitoring Vendor Management & conducting reviews from the aspect of training requirements Hands on experience of creating modules, training planners for the processes. Responsible to ensure the required number of evaluations i.e. Quality, CSAT, Complaints etc. are completed as agreed with stakeholders Report performance and statistics through daily weekly and monthly reports submitted to the stakeholders Conducting / attending regular Calibrations and process knowledge tests with team to maintain level of knowledge of the Agents Provide analysis on areas of opportunity and action plans to improve performance. Being proactive in identifying learning and development needs of the team members/adviso

Skill required: Digital Inside Sales - Inside Sales Designation: Quality Auditing Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: English(Domestic) - Advanced About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Need Quality Audit experience for sales processThe team helps assess, design, build and implement best practices on process, organization, and technology to create, execute, and run a collaborative sales and support roles for a voice process What are we looking for Quality AuditingQuality Assurance (QA)Ability to perform under pressureAdaptable and flexibleProblem-solving skillsAgility for quick learningWritten and verbal communicationQuality Management, design Audit framework, call calibration Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Role - Supervisor Quality /Quality Team Leader Leading BPO in Bangalore International Voice Process 5 Days Working Worked on 7QC tools MUST HAVE EXPERIENCE IN INTERNATIONAL VOICE PROCESS MUST BE QTL on PAPERS WORK FROM OFFICE Education- Graduate / Postgraduate Experience required- Require minimum 1year Experience as a Quality Lead with overall 5+yrs experience Experience handling a team of Quality Analyst Strongly worked on QUALITY Matrices Excellent transactional quality domain knowledge Good working knowledge of TTQ (Training; Transaction Quality) systems, tools and technologies Knowledge of analyzing, Driving improvement & Innovation Roles & responsibilities- Drive continuous improvement for Transaction Quality and Delivery Manage claim Quality & Client related KPIs Evaluate effectiveness of TQ interventions Strengthen Quality management processes / framework to improve quality delivery Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectations Generate and implement out of the box ideas and Process improvement initiatives in the account Drive Process control & Compliance in addition to managing the audit requirements Ensure that huddle, feedback and refresher processes are in place and are followed efficiently Support the Quality and Compliance teams to perform COPC, FMEA, PFCU and other audits and follow ups based on observations/misses highlighted Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Hi All, Movate Technologies ( Formerly Known as CSSCorp ) is looking for Quality Analyst role. Roles & Responsibilities: We Are looking for A self-motivated and confident person who has meticulous attention to detail skills, the ability to work accurately at pace and a strong passion for auditing and helping the organization. should be able to Conduct regular Process QA audits. Maintain working knowledge of quality standards and SLAs. Perform quality refresher trainings and test process knowledge Assessments. Make recommendations and suggestions to rectify and implement defects in Process Adherence. Create, Review, and Refine audits and errors of Engineers. Participates in bi-weekly meetings with IT engineers and Managers. Reach daily audit Target of 10 audits daily with efficiency, effectiveness, and compliance levels. A creative mindset and the ability to approach a problem creatively. Good communications skills, both written and verbal. Ability to use logic and reasoning to identify the strengths and weaknesses of IT engineers and systems. Ability to think in the abstract and see how small details fit into the bigger picture. A creative mindset and the ability to approach a problem creatively. Extensive experience in quality control or Audits. weekly Call Calibrations and Up skill trainings. Keen attention to detail and performance Conduct evaluation. Strong analytical and problem-solving skills. Creative and innovative thinker. High regard for safety standards and quality control. Able to work 9 hours of Production every day. Able to work and stretch working hours at sometimes only when needed. Able to work in any given Rotational shifts and Week offs.

Role & responsibilities Call Monitoring: Listening to recorded or live calls to assess agent performance. Quality Audits: Evaluating customer interactions, chat transcripts, and emails for quality compliance. Identifying Areas for Improvement: Recognizing gaps in service delivery and suggesting improvements. Providing Feedback & Coaching: Training agents based on evaluation reports. Ensuring Compliance: Making sure agents follow company policies and industry regulations. Data Analysis: Tracking quality metrics and preparing reports for management. International Background Required Immediate Joiners Preferred BPO Logistics Process Directly Share on Vaishali.vaishali27@teleperformance.com

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 Bengali/Hindi/Tamil/Telgu/Marathi/Gujarati/Kannada/Malyalam Bengali Proficient in MS Office. Excellent analytical and listening skills.