218 Call Audit Jobs - Page 5

Role & responsibilities Person Handling Team of Quality. Individual will be Co ordinating with Client. Individual should have Experience of Telecom Industry. Should be Aware of QC Tools. Should be maintaining Dashboards. Preferred candidate profile Should be a Graduate. Should be Comfortable for Lucknow Location. Should be comfortable for 24*7 Shift Timing.

Job Overview: The Quality Analyst for Sales Calls is responsible for monitoring, evaluating, and improving the quality of sales calls handled by sales representatives or agents. The primary goal is to ensure that sales calls meet company standards for professionalism, compliance, customer engagement, and effectiveness in driving sales. The role involves analyzing call recordings, providing feedback to sales agents, and collaborating with management to enhance sales processes and outcomes. Key Responsibilities: Monitor and Evaluate Calls: Listen to and evaluate recorded sales calls to ensure adherence to company scripts, policies, and quality standards. Assess call quality based on customer engagement, sales pitch effectiveness, product knowledge, and overall professionalism. Provide Feedback: Provide constructive feedback to sales agents, highlighting strengths and areas for improvement. Conduct one-on-one coaching sessions with agents to improve sales techniques, customer interaction, and call outcomes. Reporting and Documentation: Document call evaluations and performance trends, tracking metrics such as call quality, conversion rates, and customer satisfaction. Create regular performance reports for sales team managers, highlighting areas for training or improvement. Compliance and Process Improvement Key skills & Qualification: Experience: Prior experience in a call center, sales, or quality assurance role preferred. Familiarity with sales processes and understanding of sales goals and KPls. Analytical Skills: Strong attention to detail, with the ability to identify trends, patterns, and areas for improvement in sales calls. Ability to analyze data and create actionable insights for sales teams. Communication: Excellent verbal and written communication skills to provide clear feedback and collaborate with team members. Problem-Solving: Strong problem-solving skills to identify root causes of performance issues and suggest improvements. Technical Proficiency: Familiarity with call monitoring software, CRM systems, and Microsoft Office Suite (Excel, Word, etc.)

This role is for Quality Analyst, Mohali location The working hours for this position: 6:30 PM IST to 3:30 AM IST (night shift) If interested, please share your resumes at Kirti.rapta@spectraforce.com Role & responsibilities Minimum 2 years of experience as a Quality Analyst/Quality Auditor/Call Auditor Ability to seamlessly manage conflicts Should have a basic understanding of BPI tools (Pareto etc.) Proficiency in MS Excel required Self-motivator Positive attitude & Flexible Ability to perform with minimum supervision Excellent communication and interpersonal skills Knowledge, Skills, and Attributes: Positive, flexible & assertive work approach. Excellent communication skills (verbal and written). Ability to work independently with minimum supervision in a fast-paced agency environment. A strong will to learn and stay up to date with new technologies. Professional, adaptable, and resilient - ability to withstand setbacks, yet apply 100% effort throughout the workday. Goal-oriented and ambitious. Advanced computer skills, especially in MS Word, MS PowerPoint, and MS Outlook. A highly motivated individual and a quick learner of complex technologies and tools. Must have demonstrated ability to work within tight deadlines. Willing to work night shifts.

Roles and Responsibilities Monitor calls using 7QC tools to ensure adherence to quality standards. Conduct call audits to identify areas of improvement in customer service quality. Perform root cause analysis on issues identified during call monitoring and implement corrective actions. Develop and maintain documentation for quality control processes. Collaborate with team members to improve overall process efficiency and effectiveness.

Roles and Responsibilities Conduct quality audits, call calibrations, and root cause analysis to ensure adherence to quality standards. Analyze calls using tools like 7QC, Pareto analysis, TNI, and Six Sigma Quality principles. Provide feedback on call quality and suggest improvements through QC tools like Call Audit and Call Monitoring. Collaborate with team members to implement quality improvement initiatives and maintain high levels of customer satisfaction. Perform voice processing tasks such as BPO processes and Domestic BPO services. Desired Candidate Profile Strong knowledge of Gujarati/Marathi language skills are required for this position. Proficiency in using QC tools like 7QC Tools, Pareto Analysis, TNI etc. . You can also share your resume on this mail id lovisha.ahluwalia@teleperformancedibs.com

Job Description: Thank you for your interest in the trainer position. As part of the selection process, we would like you to prepare a 10 to 15-minute virtual presentation on the following topic: Handling Difficult Calls How to Effectively Manage Calls with Upset or Dissatisfied Customers. We encourage you to be creative and demonstrate your ability to engage your audience while delivering the content. Since this role involves training customer service agents, we will be evaluating not only your knowledge of the topic but also your presentation and facilitation skills. Presentation Guidelines: • The presentation must be conducted in English and delivered virtually. • Ensure that your approach is engaging and interactive. Submit any supporting materials (slides, handouts, or other training aids) at least 12 hours before your scheduled presentation date. This presentation is the first phase of the selection process. Please confirm your availability and let us know if you have any questions. 15 minutes for them to present and 30 minutes for the interview: total 45 minutes Responsibility Statements Conducts training classes for employees on the features and operation of products and technology, client tools, processes, including basic soft skills. Responsible for design and update of basic level training materials and courses based on client or internal needs. Organizes training content in a clear sequence for delivery. Works with subject matter experts to keep content current and effective. Reviews and prepares training resources and materials to deliver classes. Collects training feedback from participants. Conducts "train the trainers" sessions, as necessary. Analyzes, produces, and distributes training reports. Guides other trainers and assigns tasks. Performs other duties as assigned Complies with all policies and standards

Send resume: Raveena@wissenpro.com Call: 70320 46318 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, and utilize 7 QC tools for quality tracking and analysis. 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.

Send resume: Raveena@wissenpro.com Call: 70320 46318 Role: Manager Quality / Training & Quality Manager Role and Key Responsibilities: Act as a primary POC between the QA teams, OPS & clients. Recommended responsibilities include but are not limited to the following: Lead, manage, motivate, and mentor a team of Quality Analysts Drive consistency to ensure the strong quality performance and alignment across all programs Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads Implement and drive the QA process and structure Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders Implement initiatives and projects to counteract any possible trends, drive business KPIs Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency Analyse quality and performance trends to provide recommendations for program improvement Responsible for the delivery of vendor quality metrics at management reviews Key skills & knowledge: Excellent communication & interpersonal skills Excellent MS Office skills (presentation & excel) Excellent knowledge of Quality & Analytical tools Should be well versed with Qualitative concepts Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability

Roles and Responsibilities Conduct call audits to identify areas of improvement in customer service quality. Provide feedback to agents on their performance, highlighting strengths and weaknesses. Monitor calls using BPI tools to ensure adherence to quality standards. Perform quality monitoring activities to maintain high-quality services. Identify opportunities for process improvements through analysis of data collected during call monitoring. Desired Candidate Profile 1-3 years of experience as a Quality Analyst or similar role. Proficiency in Call Monitoring, Call Audit, Call Quality, Feedback, Quality Monitoring, and Quality Audit tools.

job Description Quality Analyst Skills: Banking process ( international Banking Experience) AML, KYC, Role Description :- This is a full-time on-site role for a Quality Analyst AML KYC located in Chennai. The Quality Analyst will be responsible for quality control and assurance in Anti-Money Laundering (AML) and Know Your Customer (KYC) processes. Day-to-day tasks include monitoring, evaluating, and improving quality management systems, conducting analytical assessments, and ensuring compliance with regulatory standards. The role requires routine communication and reporting to maintain high-quality standards. Qualifications: - Proficient in Quality Control, Quality Assurance, and Quality Management Strong Analytical Skills for evaluating and improving processes Excellent Communication skills for effective reporting and coordination Experience in AML and KYC processes is highly desirable Ability to work on-site in Chennai Bachelor's degree in a related field is preferred Role: Call Quality AnalystIndustry Type: BPM / BPODepartment: Quality AssuranceEmployment Type: Full Time, PermanentRole Category: Business Process Quality Please share the Resume to ramya.ramya1@teleperformancedibs.com Ph No : 8050980644 best Regards Ramya V

Roles and Responsibilities: Responsible for identifying and assessing training needs within an organization, developing training plans, and implementing various training methods to enhance employee skills and performance. Monitor, evaluate, and score Outbound/inbound calls against established quality assurance. Identify and assess future and current training needs through job analysis and consultation with line managers. Audit calls to gauge call quality and gather actionable insights. Give feedback for the audited calls to drive quality and conversion improvement. Publish reports based on audit findings. Draw an overall or individualized training and development plan that addresses needs and expectations. Prepare and present performance analysis, QA reports, and/or other information on quality performance. Train, onboard, and evaluate new trainers. Monitor employee performance and response to training. Evaluate employee performance to gauge where skills are lacking. Develop training manuals that target tangible results. Conduct effective induction and orientation sessions. Monitor and evaluate the training programs effectiveness, success, and ROI periodically and report on them. Collaborate with various departments to ensure employees receive the necessary training and design training documents. Skills Required: Excellent communication and leadership skills. MS Office proficiency Strong writing and record-keeping ability for reports and training manuals. Proven work experience as a sales trainer and auditor. Ability to plan, multi-task, and manage time effectively. Qualification: Graduate & Above

Call HR Sunanda 9945807247 Responsibilities of Call Quality Analyst: Monitoring Calls: Listening to live, recorded, and side-by-side calls to assess agent performance and identify areas needing improvement. Sal up to - 35k Need Immediate Joiners.

Role: Quality Analyst Exp: Min 6 months in BPO QA Edu: Graduate must Skills: Audits, RCA, Feedback, Reporting Comms: Excellent English required Shift: Day Shift Salary: Up to 32K CTC Job Type: Full-Time Loc: Gurugram HR Manager Manish 7062933674

Quality Analyst Hiring - Bangalore Min 1 yr exp as a QA Should have excellent oral and written communication Should be well aware of quality tool call audit feedback call monitoring 7QC Tools, RCA, 5WHY's Karishma.imaginators@gmail.com Required Candidate profile CTC will vary upon last CTC - Max hike upto 30% depending upon interview process

Roles & Responsibility: This is a full-time on-site role for a Quality Analyst. The Quality Analyst will be responsible for ensuring products meet quality standards, creating and implementing quality assurance policies and procedures, analysing product data, and communicating with different teams. ** This Job is for Night Shift** Strong analytical, quality control, quality assurance, and quality management skills. Excellent communication skills to effectively collaborate with various teams and stakeholders. Call Auditing and Evaluation. Conduct audits and feedback for all the agents with the objective of improving agents. Giving 1on 1 feedback to Agents & Team when required. Understand customer needs and requirements to develop effective quality control processes. Performs monitoring and assessment of all interactions of the associates (Inbound /Outbound Calls) Data analysis and creating designated reports/dashboards. Prepare TNA, publish and execute for 100% closure. Ok with Night Shift only. 8-week offs in a month. Good Comm Skills Mandate. Qualification. Experience -1+ year as QA on papers. Qualification - 12th/ UG/ Graduate. Location - Gurgaon , Haryana Salary Best In the Market + cabs+ PF(Night Shifts Only)

monitor quality parameters including both non-critical & critical parameters (End-User, Business critical, & Compliance) and make recommendations for•Drive a Metrics Driven Culture amongst the Team improvements in the process. cv mamta@emsol.co.in Required Candidate profile Ensure the team meets the assigned audit targets and compliances set as per SLA Incorporate & establish TQ standards Banking experience Mandatory call@9716551077

Role & responsibilities Quality Auditor: Experience / Knowledge of Credit Card or BFSI products is necessary Experience of at least two years in training in the field of soft skills and communications. Key responsibilities of a call center Quality Auditor: Call Monitoring: Regularly listen to recorded customer calls to assess agent performance against established quality standards, including communication skills, product knowledge, issue resolution, and compliance with company policies. Performance Evaluation: Use standardized scoring systems to evaluate agent performance based on key metrics like customer satisfaction, sales conversion rates, adherence to scripting, and handling of difficult situations. Feedback and Coaching: Provide detailed feedback to agents, highlighting areas of strength and areas for improvement, through individual coaching sessions or team training programs. Trend Analysis: Analyze call data to identify patterns and trends in agent performance, including common customer issues, areas where training may be needed, and potential systemic problems. Quality Standard Development: Contribute to the development and maintenance of quality standards and performance metrics aligned with company goals and customer expectations. Calibration Sessions: Participate in regular call calibration sessions with other quality auditors to ensure consistent evaluation criteria and standards are applied across the team. Reporting and Data Analysis: Generate reports on call quality metrics, identify areas for improvement, and present findings to management to inform decision-making. Compliance Monitoring: Ensure agents are adhering to regulatory requirements and company policies regarding customer interactions. Required Skills for a Call Center Quality Auditor: Strong Listening Skills: Ability to actively listen to customer interactions and accurately assess agent performance based on conversation details. Analytical Skills: Analyze data and identify patterns to pinpoint areas for improvement and develop targeted training solutions. Communication Skills: Effectively communicate feedback to agents, both verbally and in written form, with constructive criticism and clear expectations. Customer Service Knowledge: Understanding of customer service best practices and the ability to identify areas where customer experience can be enhanced. Technical Proficiency: Familiarity with call recording systems, quality monitoring software, and CRM platforms.

Immediate requirement for Quality Analyst for one of the leading Insurance sector Position : Quality Analyst Experience : 3 + Years of relevant experience CTC : up to 5 LPA Location : Hyderabad Work Days / Shift : 6 Days / General RESPONSIBLE FOR IMPROVING THE QUALITY THROUGH VARIOUS PROCESS CORRECTIONS AND MEETING THE GOALS AS REQUIRED BY THE TEAM THROUGH CALL MONITORING AND PROVIDING ACTIONABLE INSIGHT MEASURE THE COMPLIANCE AGAINST ESTABLISHED OR DESIGNED EXPECTATIONS OF TELECALLER BEHAVIOUR ROLES AND RESPONSIBILITIES:- IMPLEMENT AND MONITOR CALL RECORDINGS AND PERFORMANCE TO ACCESS FUNCTIONALITY, RELIABILITY AND QUALITY OF THE SALES PROCESS SHOULD BE ABLE TO LEAD AND MANAGE NEW IMPLEMENTATION IN QUALITY PROCESS To IMPROVE METRICS CONSISTENTLY CONDUCT CALIBRATION SESSIONS WITH THE TELECALLERS AND TEAM LEADERS TO ENSURE SCORING IS APPROPRIATE AUDIT THE REQUIRED NUMBER OF CALLS FOR THE DAY AND ENSURE THAT THE TELECALLERS ARE CATEGORIZED UNDER X Y AND Z RESPECTIVELY INDUCTION TO BE CONDUCTED ON QUALITY PARAMETERS FOR NEW JOINERS IN NEW INDUCTION BATCH REFRESHERS TO BE CONDUCTED BASIS THE QUALITY AUDIT REPORT AND METRICS TO BE IMPROVED CREATIVE AND THOUGHTFUL ACTIVITIES TO BE CONDUCTED TO IMPROVE THE QUALITY SCORE OF THE FLOOR SKILL REQUIRED:- STRONG DATA ANALYTICAL THINKING AND PROBLEM SOLVING SKILLS STRONG STAKEHOLDER MANAGEMENT TO WORK ACROSS VERTICALS IF NEEDED MINIMUM OF 1 YEAR EXPERIENCE IN CALL CENTRE QA PROCESS TELECALLING EXPERIENCE OF 3 YEARS WOULD BE REQUIRED (ON PAPERS) PROFICIENCY IN MS EXCEL, WORD PREPARE BASIC QUALITY REPORTS PREPARATION (DAILY QUALITY DASHBOARD, CALL CALIBRATION, AGENT EVALUATION REPORT) Interested candidates share cv : busiraju.sindhu@manpower.co.in Whats app : 7013970562

End-to-end ownership of the team Manage efficiency & effectiveness of the given team Ensure the team meets the defined contractual SLA targets Evaluate operators' performance by assigning quality ratings and provide feedback on errors Conduct and coordinate push-back discussions with QCers Calculate and publish daily reports review effectiveness and drive governance Generate and report insights by performing basic and advanced data analysis Perform RCAs and deep dive analysis on repeating/high severity issues Contribute to process/product improvement initiatives and work on implementing solutions Providing floor support and sharing best practices on product, processes and policy Ensure smooth policy rollouts and conduct refreshers Be proactive in identifying the training needs of the labelers in the team Team and Client Management This role requires flexible shifts and 24/7 coverage(including night shifts and public holidays)

Designation Process Analyst (Spanish) Job Responsibilities Create written translations of messages and documents (Written and verbal), providing copies of documents in both languages Give perfect recitals of what they read and hear Use translation memory software Avoid adding extra words or expressions to translations Build excellent relationships with clients Use appropriate software for delivery and presentation Assess clients needs by having discussions with them Use specialist reference books, dictionaries, and thesauruses Proofread and edit finalized versions of translated texts Consult with experts in specialized areas. Mandatory to have: Certificate in Spanish is required B2 & Above Fresher's and Experienced both are eligible Candidate should be flexible with the shift timings ( Day & Night ) 5 Days from office Location - Noida Only F2F interviews ( Salary ) Experienced: upto 40k in hand depends upon interview Fresher: upto 35k in hand depends upon interview Note: Before coming for interview kindly read the job description and other details related to this job. Regards, Vidhi Pal ( HR Team )

Job Role - Quality Analyst ****Salary upto 6.5LPA**** Required Candidate profile - Minimum 1 year experience as Quality Analyst in International BPO - Should have knowledge about 7QC Tools. For More info call or Whatsapp @ 8723051470 / 8453399504 / 9387861694 / 6002281943

Role- Quality Analyst - Service Desk Experience-Min 2 Years in international BPO (Service Desk) | Technical Support | QC Tools | RCA Min. 1 Year as Quality Analyst on papers Shift- Night shift Location- Bangalore CTC- Up 6 LPA Notice- 0-30 Days WFO

Skills - Technical knowledge for Microsoft products, Windows troubleshooting, Outlook, Office 365, QC tools Experience- min 2 Years Location- Hyderabad Work from office 24\7 US shifts Contact- divyam@genesishrs.com | 8905344933

Greetings From Prochant India Pvt Ltd Job Title: Openings for Quality Analyst Key Responsibilities and Duties: Quality Auditor, plans, coordinates, and implements the quality management and quality improvement programs for a healthcare facility. He/she monitors and provides assistance with quality assurance and compliance functions. Provides consultation and direction to ensure programs and services are implemented at the highest standards and patients receive the highest level of care. Ensures policies and procedures are monitored and updated to include regulatory changes. Knowledge Skills and Abilities: Exceptional typing and communication skills (verbal and written). Deep and thorough understanding of Prochant production policies and procedures. Advanced DME industry and DME billing knowledge and experience. Exceptional verbal, interpersonal, and written communication skills. Organized, detail-oriented and self-motivated. Ability to juggle multiple responsibilities. Exceptional problem-solving skills to analyze issues and identify potential liabilities. Strong leadership skills to promote personal and professional development and teamwork. Ability to maintain strong professional relationships with internal teams and management. Consistent demonstration of a professional, positive attitude. A strong, working understanding of computers and an ability to self-troubleshoot simple issues. Essential Functions: Process - Auditing complete process (Billing, Transmission and Cash). Feed Back - Send daily feedback to the respective FTEs on error Tracking - Track corrections based upon feedback given to the FTEs Reports - Weekly QA report to the respective Team Lead and Monthly reports to the Management. Monitoring - Conduct monthly QA feedback meeting with the respective teams and review with them the major errors of the team and finding solution to overcome. Training - Responsible for training newcomers based upon audit feedback. Note: QA Experience is mandatory (Exp: Min 4 years into US healthcare as an AR Caller) Benefits: Salary & Appraisal -Best in Industry Excellent learning platform with great opportunity to build career in Medical Billing Quarterly Rewards & Recognition Program Dinner for Night Shift Up front Leave Credit Accelerated career path for exceptional performers. Only 5 days working (Monday to Friday) Mode Of Interview: Virtual Contact Person: Albert James Contact Number: 8807264814 Mail: albertjames@prochant.com

Greetings From Prochant India Pvt Ltd Job Title: Openings for Quality Analyst Key Responsibilities and Duties: Quality Auditor, plans, coordinates, and implements the quality management and quality improvement programs for a healthcare facility. He/she monitors and provides assistance with quality assurance and compliance functions. Provides consultation and direction to ensure programs and services are implemented at the highest standards and patients receive the highest level of care. Ensures policies and procedures are monitored and updated to include regulatory changes. Knowledge Skills and Abilities: Exceptional typing and communication skills (verbal and written). Deep and thorough understanding of Prochant production policies and procedures. Advanced DME industry and DME billing knowledge and experience. Exceptional verbal, interpersonal, and written communication skills. Organized, detail-oriented and self-motivated. Ability to juggle multiple responsibilities. Exceptional problem-solving skills to analyze issues and identify potential liabilities. Strong leadership skills to promote personal and professional development and teamwork. Ability to maintain strong professional relationships with internal teams and management. Consistent demonstration of a professional, positive attitude. A strong, working understanding of computers and an ability to self-troubleshoot simple issues. Essential Functions: Process - Auditing complete process (Billing, Transmission and Cash). Feed Back - Send daily feedback to the respective FTEs on error Tracking - Track corrections based upon feedback given to the FTEs Reports - Weekly QA report to the respective Team Lead and Monthly reports to the Management. Monitoring - Conduct monthly QA feedback meeting with the respective teams and review with them the major errors of the team and finding solution to overcome. Training - Responsible for training newcomers based upon audit feedback. Note: QA Experience is mandatory (Exp: Min 4 years into US healthcare as an AR Caller) Benefits: Salary & Appraisal -Best in Industry Excellent learning platform with great opportunity to build career in Medical Billing Quarterly Rewards & Recognition Program Dinner for Night Shift Up front Leave Credit Accelerated career path for exceptional performers. Only 5 days working (Monday to Friday) Mode Of Interview: Virtual Contact Person: Harini P Contact Number: 8870459635 Mail: harinip@prochant.com