585 Call Audit Jobs - Page 22

Minimum 1 year EXP as a Quality Analyst & total 3 years Exp in BPO. experience in E-commerce industry will be added advantage 6 days working (1 day rotational off) Graduate should be fluent in English & Hindi communications. Connect on 7697428237 Required Candidate profile Knowledge of TNA / TNI / BQ management / Quartile management / Call Quality Analysis / should have good Presentation skills,excel and report preparing. Candidate should have good Presentation skills.

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

Job Title: Quality Analyst Location: Ghansoli Experience: Minimum 1 year as a Quality in BPO/Call Centre Industry: BPO / International Voice Process Employment Type: Full Time Shift Timings: 24*7 rotational shifts with 2 rotational offs Roles and Responsibilities: Responsible for monitoring agent (both Voice and Non Voice) - customer interactions against client specified policies and procedures Responsible for conducting calibration with all the stakeholders of business to ensure standards Report contact handling performance and statistics through monitoring and test contact evaluation Participate in huddle sessions, share inputs with team members related to error trends, process updates and tech issues. Working in close tandem with Managers and TLs on the process for an excellent team and process performance Report contact handling performance and statistics through daily and weekly reports Review evaluations, maintain call recordings for audits Prepare performance evaluations and documenting contact-handling procedures Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed One-on-one feedback to the associates basis the audit done Provide domain knowledge & track external & internal escalations Soft Skills: Excellent verbal, written and interpersonal communication skills Outstanding customer service skills and dedication to providing exceptional customer care Exceptional time management skills, listening and analytical skills Must be able to effectively deal with people at all levels inside and outside of the Company Able to communicate clearly, both written and in speech Commitment to achieve deadlines provided and result oriented Works with highest degree of accuracy and with eye for detail If you are interested kindly share your updated resume on VishakhaK1@hexaware.com

Ensuring Compliance Call Quality Monitoring Process Improvement Leading and managing a team of quality assurance professionals, providing guidance, training, and support. Customer Satisfaction Reporting and Communication Training and Development

1. Listen to and evaluate recorded/live calls to assess the quality, tone, adherence to process, and compliance. 2. Identify areas of improvement and provide actionable feedback to team leads or agents.

Quality analyst designation should be on paper at least one year Overall experience in Bpo at least 3year, Excellent communication ,candidates should know the KPI,KRA, 7QC tool, Call auditing and all .Looking immediate joiner ,Its a 24/7 shift, apply

Role Overview: We are seeking a detail-oriented and analytical Quality Analyst to ensure the highest standards in both call quality monitoring and data quality auditing across multiple departments. The role involves auditing Appointment Generation (AG) calls for performance, compliance, and professionalism, as well as verifying the accuracy, consistency, and completeness of data from the CDQA and other teams. This position is critical in maintaining operational efficiency, data integrity, and client satisfaction. Key Responsibilities: Call Quality Audits Appointment Generation (AG) Team: Monitor live and recorded AG calls to evaluate agent performance in accuracy, professionalism, communication skills, and adherence to scripts and compliance guidelines. Identify gaps in call handling and recommend actionable improvements to boost conversions and client satisfaction. Data Quality Audits CDQA & Other Departments: Conduct thorough reviews of datasets to ensure accuracy, completeness, and alignment with company and client requirements. Detect and document errors, inconsistencies, and duplicates; coordinate with relevant teams for prompt corrections. Quality Processes & Documentation: Develop and maintain quality audit checklists, templates, and scoring parameters for both call and data audits. Maintain audit records, prepare detailed reports, and track recurring issues to support long-term process enhancements. Feedback & Continuous Improvement: Provide constructive feedback to agents and team members, highlighting strengths and areas for improvement. Collaborate with team leads, trainers, and managers to address recurring quality gaps through targeted coaching or process adjustments. Requirements: Bachelors degree or equivalent experience. 1-3 years of experience in Quality Analysis, preferably in call monitoring and/or data auditing. Strong analytical and problem-solving skills with exceptional attention to detail. Proficiency with call monitoring tools, CRM systems, and data management platforms. Excellent verbal and written communication skills. Ability to work independently, manage multiple audits, and meet deadlines. Why Join Us? Be part of a fast-growing B2B marketing leader with global clientele. Work in a collaborative, high-performance environment that values precision and excellence. Opportunities for professional growth and skill development.

Job Description: The Specialist Quality will be responsible for evaluating and ensuring high-quality customer interactions in an international voice-based contact center. This role focuses on monitoring calls, identifying opportunities for improvement, and ensuring compliance with internal and client-specific standards. The ideal candidate should have hands-on experience with voice quality audits and a strong understanding of international contact center metrics. Key Responsibilities: Conduct call audits to evaluate communication, customer experience, compliance, and process adherence Identify and flag deviations from quality parameters and suggest corrective actions Share constructive feedback with agents to improve call handling and service delivery Track and report quality scores and agent performance data regularly Collaborate with Team Leaders and Trainers to support performance improvement plans Participate in calibration sessions with internal and client teams Maintain quality dashboards, audit logs, and documentation in a timely and accurate manner Stay updated on project-specific KPIs and quality requirements Assist in process improvement initiatives to enhance customer satisfaction and efficiency Qualifications: Education: Bachelor’s degree. Experience: Minimum of 4 years’ experience in a quality assurance role within a contact center environment. At least 1 year of experience as a quality analyst Experience in an international voice contact center is highly desirable. Skills: Strong experience in inbound international contact center operations Deep understanding of international contact center metrics (AHT, CSAT, FCR, Quality %, etc.) Hands-on experience in call monitoring and voice quality audits Proficient in applying the 7 QC tools Good exposure to Six Sigma methodologies Strong analytical and reporting skills, with proficiency in MS Excel and quality tools Excellent communication, coaching, and interpersonal skills Ability to work independently and collaborate across teams Key Competencies: Attention to detail Strategic thinking Customer-focused approach Leadership and motivational skills Adaptability and resilience Effective communication and feedback Analytical thinking Problem-solving orientation Interested folks can please share your update cv to : sunkari.srikanth@sagility.com or whats app your cv on : 9949217482

Hiring QA for US Sales process in Gurugram Candidate must have at least 1.5 years of exp in International Sales call monitoring. For more details call Ruchika @9650997623 Required Candidate profile Excellent Communication skills

We are hiring for domestic BPO in Gurgaon 1.Quality Analyst (Sales) (Customer Service) 2. Trainer (Sales) (Customer Service) 3. Team Lead (Operations)

Designation - Quality Analyst for domestic process. Job Description Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone. Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course. Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes. Requirements: Graduate from any recognized University Overall 4+ years of Experience with minimum 1 years of Experience as an QA handling BPO Quality Previous experience in E-commerce industry will be added advantage Candidate should have knowledge on 7QC tools and BPO quality analysis techniques Good with reporting and analytics 6 days working (1 day rotational off) Work from Office Candidates should be fluent in English & Hindi communications Kindly share the resume at Shriti.rani@startek.com Sangana.bala@startek.com Location 1: 41, St Johns Rd, Rukmani Colony, Shivaji Nagar, Bengaluru, Karnataka 560042 Location 2: Nos, 70, sringar, Kudlu Gate, Krishna Reddy Industrial Area, Hosapalaya, Muneshwara Nagar, Bengaluru, Karnataka 560068

Leading BPO in Kolkata Hiring for Sr Quality Analyst International Voice Process Must have minimum 1 year experience in Quality in International BPO in Voice process Must have Experience in International BPO BPO Only Graduate 5 Days Working Cabs in ODD Hours Shifts 24*7 Responsibilities: • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners) • Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practice implementation • Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes • Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable) • Contribute to maintaining forms and legends documents • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals Mail your cv at simmi@hiresquad.in or call a 8467054123

Job description Key Responsibilities: Manage and improve quality assurance processes. Monitor team performance and ensure adherence to quality standards. Conduct audits and provide constructive feedback. Collaborate with teams to design and implement quality improvement plans. Ensure compliance with company and client standards. Qualifications: Proven experience in a quality management role within a BPO setting. Strong analytical, communication, and leadership skills. Ability to handle performance metrics and reporting. Kindly apply or share resume on below whatsapp number- 7977519951

JOB DESCRIPTION Position Title - Video Banking Service Manager- Process Team member (AML Alerts) Grade/Level - A1/A2/B1 Vertical - Video Banking Location - Turbhe Business - Digital Bank Department - Relationship Management Job Purpose - Under this role VBSM-Process will be responsible for any alerts being received from AML team on suspicious txns/Notices received from Various sources. Qualification - Graduate Relevant Experience - Minimum 1-3 Years of relevant work Experience Functional Competencies - Excellent spoken & written communication (English, Hindi) Should be quick to identify & action on any fraud identification. Should have fluency of excel Core Job Responsibilities - Be the brand ambassador of AU to the customers and be one point of contact for all banking needs Business & Financial Responsibilities : Ensuring that all alerts are actioned within defined timelines. Complete necessary steps, policies, and procedures within banks guidelines, while conducting EDD on alerts, accurately. Ensuring that SR being raised for Marking debit freeze on suspicious accounts which are tagged under the relevant header to avoid any rework. Maintain compliance with banks regulations & policies. Highlighting any non-compliant activity or suspicious transactions observed during accessing the notices /Alerts assigned. Addressing emails from branch/BO/ other complaint desks promptly. Highlighting trends observed while conducting EDD on alerts on a regular basis. Have thorough knowledge of MS excel to be able to release dashboards on a periodic basis. Coordination with Central AML Team / Compliance/ Risk Team for effectively assessing the cases & timely Closer. Knowledge of bank policies and services offered. Should complete mandatory certifications as per role within 30 days of joining. Behaviour & Activities expected from role: Should ensure dress code and discipline is adhered to as per organisation policy Should have through knowledge of excel for data analysis and dashboards Positive attitude and promptness Willingness to take up any additional team tasks assigned apart from key responsibilities. If interested please share your updated resume on the Mail ID mentioned below: vinay.malgonda@aubank.in

Job Title: Quality Analyst Insurance & Banking (BPO) Job Description: Monitor and evaluate customer interactions across insurance and banking processes to ensure adherence to quality standards, compliance, and customer satisfaction. Provide feedback and support process improvements in a BPO environment. Roles & Responsibilities: Conduct audits of calls, emails, and chats to assess quality and compliance. Identify process gaps and recommend corrective actions. Prepare quality reports and share insights with stakeholders. Collaborate with training and operations teams to enhance agent performance. Ensure adherence to regulatory and client-specific guidelines. Participate in calibration sessions to align quality standards. Track and report quality metrics regularly.

Hiring QA for US Sales process in Gurugram Candidate must have at least 1.5 years of exp in International Sales call monitoring. For more details call Ruchika @9706756724 Required Candidate profile Excellent Communication skills

Responsibilities To monitor and evaluate the performance of the CCEs and suggest their improvement areas To provide feedbacks to the CCEs based on the internal / external audits to improve the CCEs performance on the call and to identify training needs. To take part in calibrations with the client, OPS, Training and help to resolve the disputes. To ensure the process is meeting Client KPIs such as CSAT and Quality scores To conduct Quality sessions to share areas of improvements based on the feedback of audits. Mock call and OJT certification of New Hire Batches Ensure higher Client satisfaction scores Identification of root causes and preparing Corrective actions To give inputs to the CCEs on their improvement areas Key Deliverables Call audits as per plan, achieving quality levels as per KPI standards Education Any Graduate Professional Experience More than 1 year of work experience in relevant field Job location - Thane or Navi Mumbai email at kavita.kamtekar@digitide.com .

Required Quality Analyst Only from Travel Industry Location - Gurgaon/ Noida Experience- Min 1 Years Salary upto 45k Night Shift Share CV 7991129288

Team Leader- Call Quality Call Monitoring International BPO Rotational Shifts 5 days working

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 Contact -9901595457 Richa.gupta@telusinternational.com

Must have Min 1+yrs exp as a Quality Team Leader from International Voice process BPO. Handled a Team of Quality Analyst's. Excellent Comms required US Shifts Call 8447780697 send CV monu@creativeindians.com

- Monitor and evaluate voice interactions for quality assurance. - Identify process gaps and provide actionable feedback to agents. - Maintain audit records and prepare quality reports. Required Candidate profile - Minimum 1 year experience as Quality Analyst in International Process. - Excellent communication skills in English. - Graduation (Mandatory) Call @ 8723051470 / 8453399504 / 9387861694 / 6002281943

Rotational Work shift Min. 3 years experience into the same Only male candidate Knowledge of customer service quality metrics Certification in training Experience in a BPO/KPO or customer support environment is highly desirable.

Need Min 1+yrs exp as a Quality Analyst from International Voice Process BPO. Quality Analyst on papers from International Voice process. good communication skills. Must know RCA/QC tools/Audit Process. US Shifts Fluent English Call 8050980644 send relevant CV to ramya.ramya1@teleperformancedibs.com Role: Quality Analyst Industry Type: BPM / BPO Department: Quality Assurance Employment Type: Full Time, Permanent Role Category: Business Process Quality Education any graduation Best Wishes Ramya V

Know your role at TruKKer. Role Overview: We are seeking a skilled and detail-oriented Quality Analyst from the BPO sector who specializes in call audits, performance scoring, and process improvement. The ideal candidate will be responsible for monitoring customer interactions, evaluating performance against quality standards, and ensuring agents adhere to business and communication protocols.Key Responsibilities: Perform daily call audits to evaluate agent performance based on pre-defined audit parameters. Ensure adherence to communication scripts, process guidelines, and customer handling protocols. Assess and assign quality scores for each call, based on accuracy, empathy, product knowledge, and resolution. Validate that agents confirm and document customer details accurately during interactions. Categorize and document audit findings under Critical, Non-Critical, and Business Critical errors. Provide constructive feedback to team leads and agents to drive performance improvements. Work closely with Training and Operations teams to calibrate quality parameters. Analyze QA reports and identify process gaps or improvement areas. Maintain thorough documentation of audits and feedback logs. Participate in root cause analysis for repeated quality issues and drive corrective actions. Requirements: Bachelors degree in English or any given field. Proven experience in quality control or quality Analyst. Strong knowledge of quality control standards, tools, and methodologies (e.g., Six Sigma, 5S, ISO). Proficient in using QC tools like checklists, control charts, inspection reports. Excellent analytical and problem-solving skills. Strong communication and documentation abilities. Preferred Qualifications: Bachelor's degree in any discipline. 1+ years of experience as a Quality Analyst in a BPO / Call Center environment. Strong understanding of call audit processes, quality monitoring, and scoring. Hands-on experience with audit forms, feedback documentation, and compliance monitoring. Familiarity with CRM systems . Excellent verbal and written communication skills. Proficient in MS Excel and QA reporting. Key Competencies: Attention to detail Strong analytical and evaluation skills Process adherence and policy enforcement Coaching and feedback delivery Ability to work under pressure and meet tight deadlines High integrity and data confidentiality Why Join Us? Cutting-edge technology stack and exciting projects. Collaborative work culture with opportunities for learning and growth. Competitive salary and benefits package. Opportunity to work with a high-performance team in a fast-growing company. If you are passionate about building scalable applications and solving complex challenges, wed love to hear from you! 7/•.'