585 Call Audit Jobs - Page 2

Design quality monitoring frameworks, standards, and procedures. Analyze quality data to pinpoint recurring issues, process gaps, and training needs. Participate in calibration sessions to ensure consistent Create regular reports on quality metric

Hiring for Quality Analyst _ ( Only Whats up 9738998874 Salman ) Core Competencies & Requirements: Minimum of 2 years experience in the Customer Care Center with at least 1year experience in auditing calls, emails or chats. Must be rated satisfactory or better in all areas of performance and currently not on any policy violation. Must be at a senior associate level or higher Requires the application of special or skill knowledge and/or pertinent techniques to work assignments Requires the ability to work and make decisions independently Requires the ability to communicate effectively (verbally and written) Requires analytical skills with ability to visualize and articulate concepts. Maintains high level of urgency and managing in an environment of immediacy and high visibility. Must be organized, detail oriented, and attentive to follow-through. Requires skilled knowledge and experience in Microsoft Word and Excel. Please find the below google form without fail. https://forms.gle/TSDLdX7LddWYLtUV9 Interested can fill below Googel from without fail and share the resume to salman.khan@randstad.in OR Whats app 9738998874.

Roles and Responsibilities : Conduct phone call assessments for language, product and process for the sales agents. Conduct one on one and documented feedback sessions with the sales agents. Create action plans for sales agents based on the assessments. Conduct training classes on the process to ensure sales agents follow the company requirements while on a call. Prior experience in conducting RCAs for customer escalations. Coordinate and conduct meetings with the Quality team Conduct training for the Quality team to ensure the team is on the same page. Conduct calibrations for the Quality team to ensure minimal variation in Quality scores Projects handled as part of the Quality Team Process Work flow and Quality Check Manual Charted out the workflow to define each step of the process and created quality checks to ensure accurate documentation of the sales agents. Call Scripts Created call scripts for sales agents based on the best practise methods to ensure the information provided to the customers are accurate and per the company standards. Quality Form Design Created the quality form to capture the assessments of the Quality analysts. Customer Satisfaction Improvement Increased RCA’s on DSAT rated services to narrow down the areas that required improvement from the sales agents. Insights shared with the training teams to ensure all agents are aware and updated on the requirements to avoid unhappy customers.. Interdepartmental Calibrations Coordinate and schedule product and process calibrations with the Sales and Quality Teams. Calibration reports were used to ensure all teams were on equal understanding about the product and the process. Why is this a great opportunity for the right candidate : Experienced founding team Great set of peers to work with Right to win - The founding team knows the business & its secrets inside out. We are starting with a significant head start and a precise plan of action Barriers to entry - This is a specialized play with natural barriers to entry, allowing for significant value creation for all equity holders Backed by marquee global investors Exposure to all aspects of company building - exposure to investors, fund-raising, decision making, building the team & culture All of the above perks of joining a high potential company very early, along with a competitive market salary Let’s Chat ! We are now building our leadership team and would love to chat with you This is a great time to join the rocketship and participate in the upside - You will have super interesting & challenging problems to solve In a super fast-paced environment that will challenge you With enough resources to play offense And mentorship from the founding team

Hiring for a Quality Analyst (technical Voice support) Skills - Hands-on exp in Service Desk domain and auditing calls Minimum 2 years exp as a QA CTC - Up to 6LPA Location - Pune Graduates only US Shifts Immediate joiners DM - 8529546798 (Divisha)

Hiring for Quality Analyst Designation: Quality Analyst Shifts : Night Shifts Exp : Minimum 2 years of experience required Budget : 6.5 LPA (including 10% variable pay) Location- Ambattur, Chennai Please call Hemant 9715166618 for more info. Responsibilities for Quality Analyst Conduct regular evaluations of technical support interactions, to assess adherence to quality standards and service level agreements (SLAs). Identify trends, patterns, and recurring issues in customer interactions, and provide actionable insights to management for process improvements and training initiatives. Develop and implement quality assurance (QA) processes, guidelines, and evaluation criteria to ensure consistency and accuracy in technical support delivery. Collaborate with team leads, trainers, and subject matter experts to design and deliver targeted coaching and training sessions based on identified areas of improvement. Generate comprehensive reports and analytics on quality metrics, defect trends, and performance indicators to track progress and measure the effectiveness of quality improvement efforts. Act as a subject matter expert on technical support processes, systems, and product knowledge, providing guidance and assistance to support representatives as needed. Participate in cross-functional meetings and initiatives to represent the quality perspective and advocate for customer-centric solutions. Stay updated on industry best practices, emerging technologies, and advancements in technical support methodologies to continuously enhance the quality-of-service delivery. Qualifications for Quality Analyst Bachelors degree in computer science, Information Technology, or related field preferred. Proven experience in technical support or customer service roles, with a focus on troubleshooting network-related issues. Strong analytical skills and attention to detail, with the ability to assess complex technical scenarios and identify root causes of customer concerns. Excellent communication skills, both verbal and written, with the ability to articulate technical concepts clearly and effectively to diverse audiences. Proficiency in using quality monitoring tools / MS ofice Demonstrated ability to work collaboratively in a team-oriented environment, fostering positive relationships and driving results through influence and persuasion. Flexibility to adapt to changing priorities and business needs in a fast- paced, dynamic environment. Immediate joining required Please call Hemant 9715166618 for more info. Thanks, Hemant 9715166618

Greetings !! Hope you all are doing well ! Hiring For Quality Analyst Service Desk Role at Pune & Bangalore Location Candidates residing in Pune or Bangalore or open for relocation post Selection can apply for same. *Kindly note this a work from office role. *1 Year International Call Quality analyst Experience is mandatory. Minimum 2 years of relevant experience (i.e L1 helpdesk / tech support process) including at least one year as a quality auditor Profile - Quality Analyst (Voice) Qualification :- * Graduates Willingness to work in rotational shifts Working days -5 Salary - Upto Rs 6 LPA For Pune Location Salary - Upto Rs 7 LPA For Bnagalore Location Technical Skills - General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc. Awareness of the concepts of computer and mobile hardware (Specific to L1) Ability/having experience on reporting including on tools like Avaya/Cisco Desired/Preferred skills - Yellow Belt \ Green Belt certified. Experience in successfully completing six sigma projects in a similar environment Experienced in process excellence, operational excellence and transactional quality Willingness to work on multiple projects and also periodically set and achieve stretch goals General Skills - Exceptional verbal and written communications Strong decision making and analytical ability Able to negotiate, good presentation skills and Client Interfacing Schedule your interview directly kindly call or drop your resume on the given numbers including your current location . HR Siya --7565006262 HR Divya -- 9821182650 HR Areesha --9628373763 Thanks and Regards HR Divya KVC CONSULTANTS LTD NO PLACEMENT CHARGES ## DIRECT INTERVIEW ## IMMEDIATE JOINING

Job Role: Quality Analyst & Trainer Location: Lucknow & Kolkata Salary Package: 20K-26K Work from office Qualifications: Education: Any Bachelor's degree Experience: 6 months or above of experience in compliance, with a focus on data analysis and in training and development, with a focus on process training, in BPO (Customer Service) sector Skills: Strong understanding of organizational processes, workflows, and best practices Excellent communication, presentation, and facilitation skills Proficiency in Quality methodologies, tools, and technologies Analytical mindset with the ability to evaluate, assess and improve process and the outcomes MS-Office & G-Suite proficiency Collaborative, adaptable, and innovative approach to compliance and development Interview Mode: Virtual or walkin If interested please drop your resume on WhatsApp: HR Rajat: 8810706414 HR Siddharth: 9236454875

Required Skills and Experience 4+ Years of experience in service desk quality analyst. Improve the quality of the process by implementing Defect Prevention methodologies, identifying wastes and driving process improvement actions. Create a quality culture, keeping people focused on understanding the customer's needs Come up with solutions that address or exceed customer's needs and expectations Initiate changes in procedures to continually improve performance Own and drive the Quality Call Process (call monitoring) and ensure feedback is being given. Own and drive the Documentation Check Process (ticket checks) and ensure feedback is being given. Ensure team is focused on updating tickets frequently. Assist the team with the excellent handling of ticket records by the team, including ticket to call, dispatch tickets, documentation standards and correct CTI usage. Participate in the appropriate center wide meetings Develop a close working relationship with the Account Quality lead and other Quality Specialists in the Centre Regularly present to team and management team on Quality Improvements. Conduct Team huddles to discuss the individual and team performance. Conduct Calibration Sessions with the Ops team to be on the same page Carry out Root Cause Analysis and find out the top defect areas, rolling out action plans accordingly. Responsible for client interaction on account & Quality performance Responsible for availability of Data/Data Analysis/Data Analytics and proper understanding of CTP's & CTQ's of the account and ensures RCAs are available for any inconsistency in account performance Providing operational support in processing transactions (If needed) Perform DSAT Analysis Preferred Skills and Experience Good Communication Skills: Written and Oral Six Sigma Certification Knowledge of Agile & Basic Quality Tools implementation aspect of the same Knowledge of quality standards Quality Certification Feedback & Coaching ITIL Foundation

Experience: 2 - 6 Years Preferred Candidate Location: South Delhi, Ghaziabad, Noida, Greater Noida Education: Any Graduate - Any Specialization, PG - Any PG Course Other Certification: For QA-English - No certification required No of openings: 4 Industry Type: BPO Role: Quality Analyst Shift: US Shifts Role Overview We are seeking a full-time, on-site Quality Analyst to monitor English calls. Key Responsibilities: Should have strong oral & written communication in English language Should be target oriented Ability to provide clear guidance and direction to the associates for performance improvement. Ability to monitor calls and provide feedback with coaching advice. Should be known to quality parameters. Ready to work in 24*7 shifts. Strong team player, capability to influence the team, manage changes. Location: This position is based in Noida (Sector 62). Additional Requirements: Proficiency in MS Office/MS Excel. Key Responsibilities: Auditing for accuracy in work orders and data integrity. Monitoring calls. Providing coaching feedback to agents for performance enhancement. Conducting call calibrations and evaluations. Experience Preferred: Experience in outbound sales, survey processes, and customer care. Experience with companies like Dish TV, AT&T, Spectrum, and Comcast is preferred. Perks and Benefits: Health insurance coverage. Transportation services (cab for pick-up and drop-off).

About Info Edge InfoEdge's mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU - Job Hai Job Hai is new venture by Info Edge. Info Edge is successfully running businesses like Naukri.com, Jeevansathi.com, 99 acres.com etc. Job Hai portal focused on Blue and grey collar hiring. Job Hai is serving jobs for Sales/ Business Development, Marketing, Field Sales, Back Office, Customer Support, Housekeeping, Warehouse etc. Job Hai is in 7 metro cities, Mumbai, Delhi, Noida, Gurgaon, Ghaziabad, Faridabad, Greater Noida. The Group Manager will be responsible for overseeing and driving excellence across three critical functions Customer Experience (CX), Fraud Control, and Sales Audit . Key Responsibilities Lead 3 Team Leaders (CX, Fraud, Sales Audit) and their respective teams. Define and monitor KPIs for each vertical aligned to business goals. Mentor and upskill Team Leaders to strengthen managerial bandwidth. 2. Customer Experience (CX) Management Ensure timely and effective handling of recruiter/client queries, complaints, and escalations. Drive VOC (Voice of Customer) initiatives to capture feedback and improve service quality. Monitor TAT, resolution quality, and CSAT/NPS scores. Implement process improvements to enhance recruiter experience. 3. Fraud Control & Compliance Oversee fraud detection, prevention, and redressal mechanisms. Ensure robust monitoring of suspicious activities Maintain governance through regular audits, blacklisting SOPs, and maker-checker validations. 4. Sales Audit & Quality Assurance Supervise the auditing of sales calls and processes to ensure compliance with pitch guidelines. Track and report defect rates, audit accuracy, and adherence to sales quality benchmarks. 5. Performance Monitoring & Reporting Review daily/weekly/monthly dashboards across all three functions. Analyze trends, highlight risks, and present actionable insights to senior leadership. Establish governance cadence through structured review mechanisms (daily huddles, WBRs, MBRs). 6. Strategic Initiatives & Cross-Functional Collaboration Act as a bridge between Operations, Sales, Product, and Compliance teams. Drive automation and digitization initiatives across CX, Fraud, and Audit processes. Qualifications & Skills Graduate/Postgraduate with 8–10 years of experience in Operations/Customer Experience/Fraud Control/Sales Quality. Proven experience in managing multiple teams/functions simultaneously. Expertise in governance, compliance, and process improvement. Strong problem-solving, decision-making, and conflict management skills.

Manager - Sales Quality (AI-Powered Auditing) Role Purpose: To lead, build, and scale NxtWave's Sales Quality function. This role is responsible for establishing the strategic direction for call auditing, managing a team of quality analysts, and acting as the primary stakeholder in the development of our AI-powered auditing platform to drive sales excellence. About the Role: We are seeking an experienced and strategic leader to become the Manager of our new Sales Quality division. You will be responsible for building this critical function from the ground up, hiring and mentoring a team of quality analysts, and setting the gold standard for sales conversations at NxtWave. This is a managerial role that blends people management with deep, hands-on process ownership. Your initial focus will be to establish a robust manual auditing process and manage your team to deliver actionable insights. Concurrently, you will be the key strategic partner for our Product team, using your team's findings to guide the development of our revolutionary AI auditing tool. You will be the single point of ownership for call quality metrics, reporting directly to senior leadership on trends, team performance, and strategic recommendations. We are looking for a specialist with a proven track record in sales quality, not a generalist manager. Key Responsibilities: Team Leadership & Development: Hire, train, and manage a high-performing team of Sales Quality Analysts. Foster their professional growth, manage performance, and build a culture of excellence and analytical rigor. Strategic Framework Ownership: Design, implement, and continuously refine the sales quality scorecard and auditing framework. Ensure it aligns with evolving business goals and sales strategies. Stakeholder & Product Collaboration: Act as the primary liaison between the Sales Quality team and key stakeholders, including Sales Leadership and Product Management. Translate quality insights into clear requirements and feedback for the AI tool's development. Executive Reporting & Insights: Own all reporting for the Sales Quality function. Analyze trends from call audits to provide deep, strategic insights to leadership on sales agent performance, customer objections, and training opportunities. Operational Excellence: Ensure the efficient and accurate execution of the team's daily, weekly, and monthly audit targets. Drive the transition from a manual to a semi-automated, AI-supervised auditing process. What We're Looking For: 4-7 years of professional experience, with a minimum of 2 years in a team leadership or management role. Mandatory Domain Expertise: Your experience must be specifically in Sales Quality Assurance , Contact Center Quality Auditing , or a very similar role. We are explicitly looking for a subject matter expert. Proven Team Handling Skills: Demonstrable experience in hiring, training, and managing a team to meet and exceed targets. Highly Analytical & Data-Driven: You are an expert at looking at raw data and audit scores, spotting trends, and building a compelling narrative or business case around them. Exceptional Stakeholder Management: Proven ability to communicate effectively with and manage expectations of senior leaders and cross-functional teams like Product and Sales. Process-Oriented Mindset: You excel at creating, documenting, and scaling operational processes. A strong interest in leveraging technology and AI to drive efficiency and business insights. Other Work Profile Working Days: 6 (Sunday Off) Work Mode: Work-from-Office, Hyderabad Compensation: As per industry standards

Process Trainer: Minimum 3 Years Of Over all Experience in BPO Customer Service Voice with Minimum 1 Year Of Experience As A Process Trainer Is mandatory. CTC Upto 4 LPA Quality Analyst: Minimum 3 Years Of Over all Experience in BPO Customer Service Voice with Minimum 1 Year Of Experience As A Quality Analyst Is mandatory. CTC Upto 3.8 LPA Assistant Manager Training Minimum 6 Years Of Over all Experience in BPO Customer Service Voice with Minimum 1 Year Of Experience As An Assistant Manager Training is mandatory. CTC upto 6 LPA Experience From E- Commerce Process in Call Center BPO is Added Advantage BPO (Call Center) Experience is Mandatory For All The Mentioned Roles. Graduation Is Mandatory. ___________________________________________________________________________

Warm Greetings from Rivera Manpower Services! We are hiring for the role of Senior Analyst (Service Support Associate) in the US Healthcare Insurance process. Location: [Bangalore] Shift: US Shifts Experience: Minimum 4+ years in International Voice with specific experience in Insurance / Healthcare (mandatory) / Banking /financial Services Voice can apply Qualification: Graduate (15 years of education 10+2+3) Requirements: Minimum 4 years of international voice experience in Insurance / Healthcare domain Strong client servicing and stakeholder management background Excellent verbal & written communication skills In-depth knowledge of US Healthcare Insurance regulations Proactive and self-driven with strong problem-solving skills Advanced computer skills (Outlook, Word, Excel, PowerPoint) Roles & Responsibilities: Act as the primary point of contact for the US onshore branch Provide end-to-end support for policy renewals, including documentation Understand and implement US Health Insurance policies and standards Manage policy lifecycle services and conduct renewal activities Handle client queries effectively to minimize rework Coordinate with internal teams to ensure timely completion of activities Build and maintain strong relationships with stakeholders to ensure customer satisfaction Call & Book Your Interview Slot: 7829336034 /9742630123 /9986267393 /9380300644

Hello Job Seekers, We are hiring for Quality Analyst for Bangalore location and Lucknow for one of the multinational BPO. Please go through the job description - Job Posting: Quality Analyst Location: Bangalore, Kudlugate (GNR) and Shivaji Nagar (EH) Salary: Upto 5.5 LPA (based on experience) Experience: 4+ years in BPO Quality (with at least 1 year as a Quality Analyst) Job Posting: Quality Analyst Location: Lucknow Salary: Upto 3.5 LPA (based on experience) Experience: 3+ years in BPO Quality (with at least 1 year as a Quality Analyst) Job Roles and Responsibilties - Monitor and Evaluate Interactions: Assess customer calls, emails, chats, and other communication channels for adherence to quality standards using QC tools. Call Calibration: Regularly participate in and facilitate call calibration sessions with team leads and agents to ensure consistency in quality evaluation. Analyze Data & Reporting: Use analytics tools to generate performance reports, track quality metrics, and identify trends for continuous process improvement. Provide Feedback and Coaching: Offer constructive feedback to agents based on evaluation results, ensuring they meet quality standards and improve performance. Requirements: Graduate from any recognized university. Minimum 4+ years of experience in BPO quality analysis. Knowledge of 7QC tools and quality analysis techniques. Strong communication skills in English and Hindi. Additional Information: 6 days working (1 rotational off). Work from office. How to Apply: For any further queries or to get your interview aligned please give a call on 9580746603 (Pooja Mishra), if incase it misses you drop your resume over the same number or connect with Fauzia 9569902470. Please allow us time to revert and request you to drop either a text or drop your resume over the same number.

Minimum of 2-year experience as a Sales QA Age not more than 28 years

Role – Quality Analyst Location –Pune Day shift 6 Days working Graduates/ Post Graduates Experience of minimum 2 years Number of positions open for QA are 2. Budget – 4.5 to 4.8 LPA Required Candidate profile (Quality/Operations) within the defined deadline of identifying the defects and analyses the root causes for the defects identified through the audits using basic quality tools.

Minimum of 2-year experience as a Sales QA Age not more than 28 years

Quality Analyst (Chat & Voice Audits) Skill-ATA Reports, Prepare Dashboards, Change Request, Audits, Problem Tickets, Service Requests Exp-3.5+ Yrs(Relevant in QA) Pkg-7 LPA Loc-Noida Notice period-Upto to 30 Days Send CV: riya.imaginators@gmail.com Required Candidate profile Note:- Hiring exclusively for International BPO Quality Analyst Talent Not looking for Testing QAs

Position: Quality Auditor Customer Service & Collections Department: Quality Assurance Reports To: Sr. Operations Manager Qualification: Graduate Experience : 1 to 2 years experience in Quality auditing of customer service or collection Key Responsibilities: Audit Communication Channels: Review recorded calls, email, and other customer interactions from CS and Collections teams for quality, compliance, tone, and adherence to internal policies. Performance Evaluation: Score and evaluate agent performance based on pre-defined quality metrics and provide actionable feedback. Compliance Monitoring: Ensure communications meet regulatory and legal standards (e.g., RBI etc). Reporting & Analysis: Identify patterns, trends, and opportunities for improvement; generate regular quality reports with insights and recommendations. Calibration Sessions: Participate in and facilitate calibration sessions with team leads, trainers, and QA peers to ensure scoring consistency and alignment. NHT Sessions : Conduct NHT sessions for new hires. Coaching Support: Collaborate with team leaders and trainers to help design training or coaching interventions based on audit findings. Continuous Improvement: Contribute to the development and refinement of QA frameworks, scorecards, and auditing processes. Risk Identification: Flag high-risk or non-compliant interactions for immediate escalation and resolution. Feedback Loop: Ensure timely and constructive communication of audit results to relevant stakeholders. RCA, Quality sessions, dip checks, mock call certification, etc Required Skills & Qualifications: Proven experience as a Quality Analyst , QA Specialist , or Quality Auditor in a Customer Service or Collections environment Strong understanding of communication protocols, soft skills, and collection compliance standards. Familiarity with Quality tools and call monitoring systems (e.g., JIRA, Webitel, six sigma ,etc. Excellent analytical and critical thinking skills . Strong verbal and written communication skills with an eye for tone, empathy, and professionalism. High attention to detail and a passion for improving customer experience. Ability to manage and prioritize multiple audits in a fast-paced environment. Comfortable giving and receiving feedback constructively. Proficiency in using Excel, Google Sheets, dashboard, reports and presentation tools for reporting. Preferred Qualifications: Knowledge of collections regulations (e.g., DRA etc) and customer service best practices. Experience in a BPO, fintech, telecom, or utility industry is a plus. Familiarity with CRM system or similar. What We Offer: Competitive salary and performance bonuses Learning and development opportunities Dynamic work environment with a culture of feedback and continuous improvement

Hello, Greeting from Kotak Life Insurance!! Job Location - Goregaon East Job Role - Quality Analyst Contact Person - 8369252270 (Sangita Mandal) Interested candidate can share their resume at "kli.sangita-manadal@kotak.com" KEY RESPONSIBILITIES: Conduct quality evaluations on pre-defined quality parameters Share qualitative feedback Publish desired & required reports Conduct process audits to ensure the overall health of the process. Undertake sample detractor calling in NPS to check VOC of customers and suggest for improvements, if any Conduct calibration Suggest & conduct/ Facilitate any trainings if need be for your process. Basis the quality evaluations conduct Plan of action Conduct mock certifications for agents & plan their OJT Conduct PKT for to gauge the process understanding Conduct Quarterly RNR for your process to motivate agents to meet quality targets JOB SPECIFICATION: Qualification: Graduate from any stream Experience: Experience in the Quality dept. Should have expertise in Life Insurance in Grievance, Communication & Analytical Skills Fluent in English and Hindi

Supervisor, Customer Experience Job Responsibilities : Min. 4+ years of overall experience in call center work, with 2 years of experience as a Team leader Should have managed team size of min. 20-25 HC. Experience/exposure to work for US clients (Call center/Backend) . Good communication and interpersonal skills Good knowledge of MS Outlook, MS Excel and, MS PowerPoint Creating Report, dashboard, manage bottom quartile team members. Aware on feedback mechanism and performance improvements. Provide inputs on process improvement and opportunities. Ready to work in US time zone and flexible with shifts. Ready to work additional hours as and when required.

6 days working Day shifts Must have experience as QA of 1 year on papers. must be a graduate.

We are seeking a detail-oriented and experienced Quality Analyst to evaluate and ensure the delivery of high-quality customer service in our international voice contact center. The ideal candidate will monitor calls, identify process gaps, and collaborate with stakeholders to drive continuous service improvement. Key Responsibilities: Monitor and evaluate inbound and outbound calls for quality, compliance, and customer service standards. Identify coaching needs and provide actionable feedback to agents for performance improvement. Conduct root cause analysis on quality issues and recommend process enhancements. Collaborate with Team Leads and Trainers to address quality gaps through targeted coaching and training. Maintain detailed quality reports and dashboards for regular performance tracking. Design quality assurance processes and audit frameworks to ensure compliance with client requirements. Participate in calibration sessions to align on scoring methods and maintain consistency. Support continuous improvement initiatives across customer service processes. Stay updated on product/process knowledge and quality standards. Qualifications: Bachelor's degree (mandatory). 5+ years of experience in a contact center environment. At least 3-4 years of experience in a Quality Analyst or QA-related role, preferably in an international voice process. Strong analytical, listening, and communication skills. Proficient in quality monitoring tools and CRM systems. Willingness to work night shifts and rotational weekly off

Role & responsibilities Review Inbound and Outbound calls for call quality basis set parameters and ensure completion of daily targets on call observation Review Quality parameters and make changes whenever necessary in consultation with Operations Provide quality metric analysis on compliance scores, Customer Satisfaction, first call resolution of inbound agent Provide root cause analysis on program, team and agent level identified opportunities Provide recommended intervention activities to address quality metric opportunities identified Provide training agenda feedback on nesting quality metric performance Provide analysis on other operational metrics such as average handle time, emails per hour, etc Monitor QA Scores of the assigned team Monitor calibration levels

Email your resume to Raveena@wissenpro.com or call/WhatsApp at 703-204-6318 Key Qualifications: Conduct call monitoring, audits, and quality checks across voice/email/chat to ensure compliance and service excellence. Create and manage advanced Excel dashboards, MIS reports. Identify process gaps, lead root cause analysis, and recommend improvement initiatives. Collaborate with training and operations teams for calibrations, feedback, and agent coaching. Drive strategic project planning, workflow enhancements, and performance reporting. Prepare executive-level presentations and documentation to support business objectives. Leverage Google Suite and strong analytical skills to deliver actionable insights and process improvements.