875 Call Audit Jobs - Page 5

Experience 3 - 8 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 experi...

Key Responsibilities: • Conduct regular quality audits to ensure adherence to SOPs and standards • Use Excel extensively for audit reporting, data slicing, and performance trend analysis • Design and deliver effective training sessions to internal teams and vendor partners • Create engaging training content and modules, TNA, TNI , process SOPs • Analyze QA data to identify gaps, suggest improvements, and drive action plans • Collaborate with stakeholders to bring innovative ideas for process optimization • Maintain documentation of QA activities, training sessions, and improvements Key Requirements: • Fluency in Hindi and English (spoken and written) • Proven experience in Quality Assurance,...

Quality Analyst Location-Gurgaon Noida Manage and implement quality processes Collaborate with service delivery teams, to implement quality improvement initiatives Ensure process meets and exceeds Quality & Related KPI Conduct error root cause analysis, present findings, and recommendations to the stakeholders Training needs identification, Conduct Training/Audit and Up skill resources Facilitate Quality and Compliance team to perform various audits and follow ups based on the observations highlighted Study the process, identify, and implement process improvement initiatives through projects Support cross location teams Experience and Desired Skills Experience in quality assurance management...

Chat, Calls, Mails & Social Media Auditor Support Quality Location: Kokata (Work from Office) Department: Customer Experience & Quality Timings: 11:00 AM 8:00 PM | Weekly Off: Rotational (6-day workweek) Join House of EdTech Where Precision Meets Impact! At House of EdTech (Goenka Kachave LLP), we believe every learner deserves a world-class experience not just in our courses, but in every interaction with us. Were looking for a Support Quality Auditor to join our Customer Experience & Quality Team, ensuring that our communications across Social Media, Chats, Calls, and Emails reflect our brands empathy, accuracy, and professionalism. If you have an eye for detail, a passion for quality, and...

Roles and Responsibilities Conduct call audits to ensure quality standards are met. Analyze calls, identify areas for improvement, and provide recommendations. Collaborate with team members to implement corrective actions. Develop and maintain processes for call monitoring, analysis, and reporting. Provide feedback on customer service performance and suggest improvements. Desired Candidate Profile 2-4 years of experience in BPO industry or related field. Strong knowledge of Call Audit, Call Monitoring, Call Quality, Customer Service, CSAT, and Quality Audit principles. Excellent analytical skills with ability to interpret data effectively.

Inbound & outbound sales Team Lead -exp in sales process, team handling, target achievement, attrition, shrinkage Trainer -exp in training, TNA, TNI, Sales process training, creating content Quality Analyst - exp in sales Call & chat audit

Hi, We are hiring for Leading ITES Company Quality Analyst- Collections Role . To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: >Click on Start option to Apply and fill the details >Select the location as Other (to get multiple location option) a) To Apply for above Job Role Type : Job Code # 328 Job Description: Minimum 3 to 5 years of overall experience At least 1 years of experience in managing quality for B2B (Business to Business) Collections process. Track Key Quality Assurance Metrics: Monitor key performance indicators (KPIs) related to call quality, adherence to policies, and customer satisfaction. Provide Regular Analytics Reports: Prepare and provide regular reports to...

Concentrix 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 Define, standardize and monitor quality parameters including both non-critical & critical parameters (End-User, Business critical, & Compliance) and thereafter make recommendations for ongoing improvements in the process. Ensure the team meets the assigned audit targets and compliances set as per SLA and performance scorecard for each process through continuous improve...

Concentrix 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: 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 expecta...

Concentrix 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: 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 expecta...

Concentrix 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: Critical Thinking: Apply analytical skills to evaluate complex problems, identify root causes, and develop effective solutions Testing New Automation/Features: Execute and plan for new automation tools and features. Ensure thorough testing to validate functionality, performance, and reliability Recommendation Generation: Analyze test results and user feedback to gener...

Concentrix 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: Critical Thinking: Apply analytical skills to evaluate complex problems, identify root causes, and develop effective solutions Testing New Automation/Features: Execute and plan for new automation tools and features. Ensure thorough testing to validate functionality, performance, and reliability Recommendation Generation: Analyze test results and user feedback to gener...

Roles and Responsibilities Conduct call audits to ensure quality standards are met. Lead by example and set high expectations for self and team. Handle team performance, provide feedback, and coach team members. Ensure effective communication among team members through regular meetings and updates. Identify areas of improvement and implement process changes to enhance overall performance. Candidate can share your cv @ shamina.sayyed@teleperformancedibs.com

Hiring for "Trainer - T&Q" at Mahindra Integrated Business Solutions - Goregaon, Group company of Mahindra. Designation : Trainer Job Description: Develop and update training materials, including presentations, manuals, and handouts, to ensure they align with the latest processes, tools, and company objectives. Deliver engaging and interactive training sessions for new hires, existing employees, or specific teams based on organizational requirements. Customize training content to meet the specific needs of the team, process, or client. Provide refresher training for existing employees on new tools, processes, or updates. Skill Sets Required: Should have relevant experience into Training for ...

PRINCIPLE PURPOSE OF JO This role is to develop, measure and maintain the quality standards and drive continuous improvement initiatives. Primary role of senior quality analyst is to ensure that associates undergo a thorough quality check process and adhere to the process specific requirements. Senior quality analyst is also expected to analyze data, identify and flag potential risk areas & recommend preventive action. Senior quality analyst works closely with the operations team in achieving and maintaining accuracy and overall efficiency on the program. JOB RESPONSIBILITIES End to end deployment of quality function in assigned projects. Driving six sigma initiatives in assigned projects. R...

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 tr...

Roles and Responsibilities Conduct quality audits, analysis, monitoring, and tools to ensure adherence to quality standards. Perform call calibration, feedback sessions, KPI tracking, AHT management, CSAT calculation, and KRA/KPI reporting. Identify areas for improvement through quality tools such as 7QC and implement corrective actions. Collaborate with team members to maintain high-quality service delivery. Desired Candidate Profile 4-9 years of experience in BPO industry with expertise in Quality Management. Bachelor's degree (B.Tech/B.E.) in Any Specialization. Strong understanding of Quality Management principles and practices. Proficiency in using various Quality Tools like Call Audit,...

Job description Job Title: Quality Team Leader ( Insurance Process Sales ) Location: Gurgaon (Sector 18) Company: Globiva Work Mode: Work from Office Working Days: 6 Days (Fixed Off) About the Role: We are looking for a Quality Team Leader with proven experience in managing a QA team within the Life Insurance domain. The ideal candidate should be well-versed in call audits, calibrations, QC tools, and performance monitoring to ensure compliance, accuracy, and customer satisfaction. Key Responsibilities: Lead, mentor, and manage the Quality Analysts (QAs) team. Conduct call audits to evaluate communication, compliance, and accuracy of customer interactions. Drive call calibrations with intern...

Job description Conduct assigned SOW compliance audits. Performs RCA on all compliance issues. Drive action plans for identified gaps Support & guide staff on quality related as a part of their career development plans. People Management - Lead large team of Quality. Skilled in working with inbound, outbound & blended (Voice & email) environment. Required Candidate profile CANDIDATES HAVING CALL CENTRE EXPERIENCE ONLY APPLY Candidate must proficient in Hindi / English & any other south regional language. Ability to manage a Quality Compliance Team and familiar with Telecom KRA deliverables. Should have excellent knowledge of MS Office. Should have sound knowledge of 7 quality tool for compil...

Job description Urgent Requirement: Sr. Quality Analyst (BPO) Sr. Call Quality analyst for US voice process (BPO) Conduct regular audit of calls to ensure adherence to company standards and client requirements. Provide constructive feedback to agents based on quality evaluations, highlighting strengths and areas for development. Conduct compliance audits and recommend corrective actions as needed. Lucrative Salary Travel Allowance Location: Sector 62, Noida Shift: Fixed Shift US EST (Night Shift) Working Days: 5 Days (Monday to Friday) Weekends Off: Saturday & Sunday Interested Candidates can apply on Suman@orionitserv.com or Whatsapp your resume to Suman (9355591037)

Responsibilities: * Conduct call audits, analyze quality, calibrate calls, monitor performance. * Ensure compliance with quality standards through regular audits. * Collaborate with teams on improvement initiatives. Office cab/shuttle Provident fund

HCLTech Hiring | Hyderabad | QAs & TLs For Billing Support 3 - 6 years Salary -Not Disclosed Location :Hyderabad Time and Venue 22nd September - 24 September , 11.00 AM - 3.00 PM HCL Technologies, Advance Business Hub, An Ascendas IT Park, Building H-08, Phase 2, HITEC City, Hyderabad, Telangana 500081 Contact - Aman / Shivangi / Somina Job description Essential Duties and Responsibilities (For Team Lead Role) The Billing Lead will be the first escalation point for billing and transactional questions from the production staff. The Billing Lead should be able to resolve the majority of these issues independently The Billing Lead will work closing with the Back Office Manager in deciding which...

JD: Identify gaps in processes and develop mitigation plans to reduce risk across the team and within operational functions Monitor and report on chat & ticket activities and identify opportunities to strengthen controls Represent business teams to initiatives that impact processes across the team ensuring team preparedness and operational readiness Provide communication across the team for initiative updates and with stakeholders as needed for commercial awareness Provide analytical insight and reporting within the team relative to key metrics and target goals Identify the root cause of defects and find areas of improvement in the process in the process being audited. Provide ideas for proc...

We're seeking a Quality Assurance Analyst to assess the quality of service processes, monitor interactions, and provide feedback to improve scores. Key Responsibilities: - Audit calls and emails to assess product/process, communication, and soft skills. - Conduct audits and provide feedback to agents. - Share daily reports and quality scores with the team. - Participate in internal and external calibration sessions. Requirements: - 1 year of experience in handling quality audits. - Excellent verbal, written, and interpersonal communication skills. - Excellent listening and analytical skills. - Proficient in MS Office (Word, PowerPoint, and Excel). - Effective feedback and coaching skills. Ad...

Languages Known - Tamil is Must Responsibilities:- High performance delivery on all quality parameters Audit chats/email interactions on Product/process, Communication and soft skills parameters Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion Data analysis and making designated reports/decks Participate in calibrations to ensure consistent scoring & feedback delivery approach Communicate to heighten awareness and focus on importance of positive customer experience Make recommendations and drive process improvement Reduce learning curve and help enhance product/process knowledge of new joinees Ensure that int...