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2.0 - 5.0 years
2 - 4 Lacs
gurugram
Work from Office
Quality Analyst Location: Gurgaon Role Summary: We are looking for an experienced and detail-oriented Quality Analyst to join our team in Gurgaon. This role focuses on ensuring consistent quality standards and performance across operations, identifying improvement opportunities, and collaborating with multiple teams to maintain and elevate service delivery. The ideal candidate will have a strong background in BPO or contact center operations, with specific expertise in monitoring, coaching, and implementing quality improvements. What You Will Be Doing: Quality Goal Execution: Transform quality objectives into actionable daily tasks for teams, ensuring consistent performance and zero errors. SLA Management: Lead initiatives to meet contractual SLAs related to quality audit targets, ensuring timely and accurate delivery. Risk Identification & Feedback: Identify operational risks and provide feedback with actionable recommendations based on audited interactions, adhering to specified timelines. Team Briefings: Conduct regular team briefings to discuss performance, share qualitative insights, address process updates, and review top errors identified through monitoring and Q&A sessions. Calibration & Quality Sessions: Lead calibration sessions and transaction checks with cross-functional teams to ensure the alignment and consistency of quality standards. Data Analysis: Produce and monitor variance and flux analysis to pinpoint improvement opportunities in processes and operations. Regular Performance Checks: Conduct routine checks to detect and address abnormalities, ensuring these are communicated to relevant internal teams for timely resolutions. Coaching & Mentoring: Coach agents on key performance metrics (FCR, C-SAT, AHT), provide ongoing feedback for continuous improvement, and foster a culture of self-improvement. Visual Management: Track team-wise daily and month-to-date (MTD) performance in quality, CSAT, and CCR, identifying gaps and recommending actionable solutions for improvement. Collaboration: Partner with training and supervisory teams to update training materials and address focus areas for continuous quality enhancement. Mentorship: Mentor junior team members, supporting their skill development and overall growth within the team. Client Liaison: Collaborate with clients to propose and implement quality improvement initiatives, ensuring that all recommendations align with client expectations and business goals. Knowledge & Skills: Language Proficiency: Fluency in English with strong verbal and written communication skills. Interpersonal Skills: Ability to engage and build rapport with a diverse, multicultural team. Coaching & Feedback: Strong coaching skills, with the ability to provide constructive feedback and support team development. Analytical & Listening Skills: Excellent listening abilities and strong analytical skills to identify issues, suggest improvements, and drive data-based decisions. Experience: At least 1 year of experience in a similar role within a BPO or contact center environment. Experience in chat processes is mandatory. Technical Skills: Proficiency in MS Office (Excel, Word, PowerPoint). Education: Graduate in any discipline. What's Expected: Ability to mentor and coach teams, driving continuous improvement in quality performance. Passion for delivering measurable quality outcomes and client satisfaction. Strong problem-solving skills with the ability to implement data-driven solutions. Expertise in managing multiple stakeholders and clients to achieve operational excellence. What Are You Signing Up For? Competitive salary Health and wellness programs Career advancement opportunities Comprehensive career development Promising career progression Extensive training and development throughout your tenure A world-class work culture you won't want to miss! Interested Candidates share resume on: sonam.singh1@igtsolutions.com
Posted 1 week ago
1.0 - 5.0 years
1 - 5 Lacs
ahmedabad
Work from Office
Job Title : Quality Analyst - Inbound International Voice Process Location : Ahmedabad-onsite Job Type : Full-time Role & responsibilities : Call Monitoring Listening and auditing for International Voice Process Conduct Calibration sessions in sync with the QA team Analysis for inbound/outbound calls Monitor and evaluate inbound and outbound calls Develops and conducts briefings for the targeted group of advisors that address Service Quality deficiencies and/or improvement opportunities.. Preferred candidate profile Having Good Communication Skills Good Analytical & Interpretation skills Ready to work in rotational Shift Perks and benefits All Sundays + 2 alternate Sat Off Indian Festival Holidays Mid-day/Nigh shifts available
Posted 1 week ago
4.0 - 6.0 years
1 - 1 Lacs
tirunelveli, virudhunagar
Work from Office
Role & responsibilities developing, delivering, and evaluating training programs to ensure customer service representatives have the skills and knowledge to meet business objectives Conducting training sessions: This involves facilitating classroom-style seminars, delivering training demonstrations, and organizing role-playing exercises to engage trainees. Utilizing various training methods: Call center trainers employ a range of techniques to cater to different learning styles and needs. Scheduling and coordinating training: They manage the logistics of training, including scheduling sessions and ensuring all necessary resources are available. Assessing training effectiveness: Evaluating trainees' progress, identifying areas for improvement, and adjusting training programs accordingly.
Posted 1 week ago
5.0 - 8.0 years
10 - 15 Lacs
noida
Work from Office
Quality audit, bpo sector, call monitoring, not from technical background. Exp -5yrs
Posted 1 week ago
2.0 - 4.0 years
3 - 3 Lacs
noida, ghaziabad, delhi / ncr
Work from Office
Role Overview We are seeking a full-time, on-site Quality Analyst to monitor calls. Key Responsibilities: Strong proficiency in both written and spoken English. Ability to monitor calls. Provide feedback and coaching to agents for performance improvement. Offer clear guidance to associates to enhance their performance. Ensure awareness of quality and agent behavior standards. Ability to work in a 24/7 shift environment. Excellent team player with the ability to influence and manage change. Focused on meeting targets. 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).
Posted 1 week ago
2.0 - 5.0 years
4 - 7 Lacs
thane
Work from Office
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
Posted 1 week ago
2.0 - 4.0 years
6 - 8 Lacs
pune
Work from Office
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.
Posted 1 week ago
1.0 - 5.0 years
0 - 0 Lacs
delhi
On-site
DEAR CANDIDATE IF YOU HAVE EXPERIENCE IN TRAINING AND QUALITY WITH SALES CAMPAIGN WITH BPO FEEL FREE TO CONNECT WITH ME ON 9810650396 FOR IMMEDIATE JOINING OR DROP THE WHATS APP OF YOUR RESUME ON 9810650396 wE ARE IN MAHAN CO OPERATIVE ARES AND TGHE CLOSEST METRO STATION IS SARITA VIUHAR METRO STATION OUR WEBSITE ADDREDD IS www.navigant.in
Posted 1 week ago
4.0 - 8.0 years
10 - 12 Lacs
pune
Remote
Role Overview: We are looking for an experienced Quality Manager to lead our quality assurance function across both call monitoring and data quality audits. This leadership role involves managing the QA team, overseeing quality processes for the Appointment Generation (AG) teams calls, and ensuring the accuracy and integrity of data from CDQA and other departments. The ideal candidate will be a strategic thinker, capable of implementing scalable quality frameworks, driving continuous improvement, and ensuring our output meets or exceeds client expectations. Key Responsibilities: Leadership & Team Management: Lead, mentor, and develop the QA team to deliver consistent, high-quality performance in both call and data audits. Set clear performance metrics, provide coaching, and foster a culture of accountability and excellence. Quality Oversight Calls: Oversee monitoring of live and recorded AG calls, ensuring accuracy, professionalism, compliance, and adherence to scripts. Identify training needs based on call audit trends and work closely with training teams to address skill gaps. Quality Oversight Data: Direct and supervise audits of datasets from CDQA and other departments to ensure data accuracy, completeness, and consistency. Drive initiatives to reduce data errors and enhance data governance practices. Process Development & Continuous Improvement: Design and implement robust quality frameworks, SOPs, and audit templates for both call and data QA. Analyze audit findings to identify recurring issues and implement long-term corrective measures. Collaborate cross-functionally with operations, training, and delivery teams to align quality goals with business objectives. Reporting & Insights: Prepare and present regular quality performance reports to senior leadership. Provide actionable insights and recommendations to improve operational efficiency and client satisfaction. Requirements: Bachelors degree; MBA or equivalent qualification preferred. 5+ years of experience in Quality Assurance, including at least 2 years in a managerial or team lead role. Proven track record in managing both call quality and data quality functions. Strong leadership, analytical, and decision-making skills. Excellent communication skills with the ability to influence at all levels. Proficiency with QA tools, CRM systems, and data management platforms.
Posted 1 week ago
3.0 - 4.0 years
1 - 4 Lacs
chennai
Work from Office
Greetings from eNoah iSolution! Hiring - Quality Assurance ( International Voice Process) Position- Process Associate/ Sr.Process Associate Experience: 3-4 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
Posted 1 week ago
1.0 - 8.0 years
0 Lacs
pune, maharashtra
On-site
As a Quality Audio Sales Process, you will be responsible for conducting quality audits on audio sales processes and implementing and maintaining quality standards for sales operations. With 1-8 years of experience at a Junior level, your role will involve analyzing data to identify areas for improvement and providing actionable insights to drive continuous improvement. Your strong skills in Quality Assurance, Automation Testing, Analytical Skills, Attention to Detail, and Call audit will be crucial in ensuring compliance with company policies and procedures. Additionally, you will work closely with teams to address quality issues and contribute to the overall success of the sales process. Location: Pune, Mumbai Employment Type: Full-Time,
Posted 1 week ago
2.0 - 6.0 years
2 - 3 Lacs
chennai
Work from Office
Description: Quality Analyst NOTE : Kindly mention my name " Nivetha " in the entry form or interview form and give me the call once you reach the office. Location: Chennai, Tamil Nadu, India Experience: 2-6 years Preference: Both Male & Female candidates Role & responsibilities We are looking for an experienced Quality Analyst (QA) to join our BPO team. The QA will be responsible for monitoring and evaluating customer interactions across calls, chats, and emails to ensure compliance with quality standards and client expectations. The role requires excellent analytical skills, attention to detail, and the ability to provide constructive feedback to drive continuous improvement in performance and customer experience. Key Responsibilities Monitor and evaluate calls, chats, and emails to assess process adherence, accuracy, and customer experience. Identify gaps, trends, and improvement areas in agent performance. Provide timely feedback and coaching to agents and supervisors. Conduct regular calibration sessions with internal teams and clients to align on quality standards. Maintain quality reports, dashboards, and audit records accurately. Collaborate with training and operations teams to implement corrective actions. Ensure compliance with company policies, process guidelines, and regulatory standards. Drive process improvements to enhance efficiency and customer satisfaction. Required Skills & Competencies 26 years of experience as a Quality Analyst in a BPO/Contact Center environment. Strong knowledge of QA methodologies, call monitoring, and auditing tools. Excellent verbal and written communication skills. Proficiency in MS Excel, Word, PowerPoint for reporting and analysis. Strong analytical, problem-solving, and feedback delivery skills. Ability to multitask and meet deadlines in a fast-paced environment. Preferred candidate profile Both Male & Female If Interested Candidates are requested to share your updated resume to nivethapriya@casagrand.co.in and call 7418332502 Thanks, Nivetha HR 7418332502
Posted 2 weeks ago
2.0 - 7.0 years
5 - 6 Lacs
mumbai, pune, bengaluru
Work from Office
Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls Participate in internal quality audits designed to improve overall contact quality Please call/whatsapp @ 8453399504 / 9387861694 / 8723051470 / 6002281943 Required Candidate profile Should have atleast 1 year experience as QA in International voice process Should have knowledge about 7 QC tools Must have excellent communication skills in English
Posted 2 weeks ago
1.0 - 3.0 years
2 - 3 Lacs
coimbatore
Work from Office
We are Looking for Customer Support / voice Process - Operations / Call Centre Should have Experience in Inbound, Outbound calls handling, Voice Process & Excel Good Communication skills Call 6385135552
Posted 2 weeks ago
2.0 - 5.0 years
2 - 3 Lacs
coimbatore
Work from Office
We are Looking for Customer Support / voice Process - Operations / Call Centre Should have Experience in Inbound, Outbound calls handling, Voice Process & Excel Good Communication skills Call 6385135552
Posted 2 weeks ago
1.0 - 2.0 years
2 - 4 Lacs
navi mumbai
Work from Office
Quality Analyst (Outbound Telesales) | 9–6 job | Sun & alt Sat off | Audit calls, give feedback, ensure compliance | Exp in telesales QA preferred | Salary up to 30k in hand Work location: Vashi, Belapur, Turbhe Required Candidate profile Relevant exp of min 6 months on papers is a must. Fluent coms. Ready to work in fix day shift, outbound telesales qa, Sunday fix off and alt sat off
Posted 2 weeks ago
2.0 - 6.0 years
4 - 5 Lacs
navi mumbai
Work from Office
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 - Navi Mumbai Turbhe email at kavita.kamtekar@digitide.com .
Posted 2 weeks ago
2.0 - 7.0 years
4 - 6 Lacs
bengaluru
Work from Office
Leading BPO in Bangalore 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
Posted 2 weeks ago
2.0 - 7.0 years
4 - 6 Lacs
pune
Work from Office
Leading BPO in Pune 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
Posted 2 weeks ago
2.0 - 6.0 years
4 - 6 Lacs
bengaluru
Work from Office
Role - QA | Subject matter Expert On paper designation mandate Skills - International Voice Exp Mandate Exp - Min 2 years Loc - Bangalore Notice - Immediate to One month only 5 Days working 2 days fixed off 9116324602 | teena.ghrs@gmail.com
Posted 2 weeks ago
7.0 - 12.0 years
8 - 13 Lacs
gurugram
Work from Office
Current Designation Quality Mgr- Voice (International) Ensuring Compliance Process Improvement Leading & managing a team of quality assurance professionals- AM/TL Level Customer Satisfaction Reporting & Communication Training & Development
Posted 2 weeks ago
3.0 - 7.0 years
0 Lacs
delhi
On-site
As a Training & Content Lead at Thomas Global Logistics Pvt Ltd, you will play a crucial role in developing and delivering training programs, creating industry-relevant content, and maintaining the accuracy and alignment of all content. Located near sector 8, Dwarka- Delhi, this full-time on-site position requires a proactive individual with a passion for training and content creation. Your responsibilities will include training teams, ensuring content accuracy, and aligning content with the organizational goals. You will be the custodian of all content, striving to keep it up to date and relevant to the ever-evolving industry standards. Your expertise in training program delivery, content creation, and content management will be essential in shaping the learning experience for the teams. To excel in this role, you should possess a bachelor's degree in Education, Instructional Design, Communications, or a related field. Additionally, experience in instructional design, adult learning principles, project management, and organizational skills will be beneficial. Proficiency in learning management systems and content authoring tools is required to effectively deliver training programs and create engaging content. Join us at Thomas Global Logistics Pvt Ltd, where we are committed to providing end-to-end logistics solutions with honesty, integrity, and trust. Be part of a team that aims to set the standard of excellence in logistics solutions by offering tailor-made, innovative, and cost-effective services. Embrace the opportunity to become a key player in our mission to be a leading and preferred logistics solutions provider globally.,
Posted 2 weeks ago
4.0 - 9.0 years
5 - 7 Lacs
bengaluru
Work from Office
We are urgently hiring a Lead-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
Posted 2 weeks ago
2.0 - 7.0 years
0 - 0 Lacs
hyderabad
Work from Office
Roles and Responsibilities Conduct call audits to ensure quality standards are met. Perform call calibrations with team members to maintain consistency in evaluation criteria. Evaluate calls based on predefined criteria, providing feedback to agents for improvement. Identify areas of excellence and suggest ways to enhance overall performance. Collaborate with the team to resolve issues and improve processes.
Posted 2 weeks ago
1.0 - 6.0 years
3 - 6 Lacs
kolkata, bengaluru
Work from Office
Only For Bangalore / Kolkata | Quality Analyst | International BPO Quality Analyst || International BPO Experience: Experience 1+ Yrs as a Quality Analyst in to International Voice (Mandate) Must Have Worked With Any 3 to 4 QC Tools Out of 7 1 Yr of QA With International BPO On Papers (Mandate) Only International Process in QA Exp Will Work ( Apply Accordingly) Communication: Excellent verbal and written communication skills to provide clear feedback and collaborate with team members. Only For BANGALORE / KOLKATA INTERNATIONAL Process QA EXP MANDATE 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 6.5 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
Posted 2 weeks ago
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