218 Call Audit Jobs - Page 6

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. Additional Details: - Location: Gurgaon - Working Days: 6 days - Shift: Day shift How to Apply: ' , vrindagulati@pbpartners.com

Monitor sales calls to ensure quality and compliance Identified and improved inefficient work processes Recruit, Train, and Coach the Sales Team Delegate tasks and set deadlines Have to manage other projects & Tasks

Work Location:- Mayapuri & Noida (Sec-126) Mckenzie Tower, 6th Floor, C-97, Mayapuri Industrial Area Phase II, Mayapuri, New Delhi 110064 Fortune One, 5th Floor, Incuspaze Coworking Space Noida Sector-126 Key responsibilities: Implement and ensure Call Quality Audit. Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards. Provide detailed feedback to agents and team leaders regarding performance and service quality. Conduct regular calibration sessions with the agents. Collaborate with team leaders to improve overall service quality and customer satisfaction. Ability to provide constructive feedback in a positive manner. Monitor Call Quality & Analyze training gaps required for Customer Satisfaction. To ensure that our employees are interacting with customers in accordance with company &set guidelines and are serving in best interest of business. Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance. Work on a continuous process of evaluating and identifying key behavior that drives sale and improve customer Experiences. Educational Qualification: Graduate and Above. Industry: BPO Previous Role: Quality Analyst Employment Type: Permanent Job, Full Time. Should have knowledge on quality tools. Should be Proficient in English & Hindi.

Job Title: Quality Analyst Inside Sales/Customer Support Work location: Pune (Baner) Job Overview: The Quality Analyst is primarily responsible for evaluating calls, coaching, and feedback. They need to ensure they act as a link between training and operations to enhance the overall customer experience through process improvements. Role & responsibilities Focus on evaluating calls for the Operations with a set target of sampling per month Act as a support mechanism for coaching and feedback Build on Process improvements through continuous and continual improvements by various activities to own like calibrations, briefings, and process implementations from different analyses completed in periodic times Ensure the onshore as well as shore stakeholders and well informed through weekly reporting and MQR or WQR Keeping track of market trends and different qualitative tools which could help with more competitive delivery and a better understanding Master the quality form to ensure that the replicability and understanding can be cascaded to the Operations and other departments Liaising with onshore on regular intervals to ensure we are one unit and working towards a common goal The Quality Analyst also is responsible for SLA tracking and time to time assessing any risks which may affect the business. Attend Management Meetings upon request Preferred candidate profile Minimum 2 - 4 years of Quality experience in Sales or Customer service Preferred Yellow/ Green belt trained or certified Has imparted training or taken quality sessions for the team in the past knowledge about Team Briefings Analytical with strong attention to detail and the ability to master process training in a short time Understanding of quality tools, quartile management, and sampling along with good MS Office knowledge and data understanding 5 Why Analysis Desirable Knowledge Knowledge about RCA analysis Strong written and spoken communication skills with a flair to impart feedback in a constructive manner Ambitious, eager to learn, and very methodological Willing to handle strict deadlines and should be able to work under pressure

Job Title: Quality Analyst International BPO Location: Gurugram, Haryana Salary: Up to 35,000 per month Experience Required: Minimum 2 years (International BPO process) Job Summary: We are seeking a highly motivated and detail-oriented Quality Analyst with a minimum of 2 years of experience in an International BPO environment. The ideal candidate will be responsible for monitoring and evaluating the quality of voice and non-voice interactions, identifying improvement areas, and supporting agents with constructive feedback and training insights. Key Responsibilities: Monitor and evaluate customer interactions across voice channel Conduct quality audits and provide actionable insights to enhance performance Identify process gaps and suggest improvements Maintain and update QA scorecards and performance dashboards Provide regular feedback and coaching to agents for performance improvement Collaborate with Training and Operations teams to develop and implement quality improvement plans Prepare and share weekly/monthly quality reports with stakeholders Ensure adherence to client and organizational quality standards Qualifications & Skills: Minimum 2 years of QA experience in an International BPO (voice) Strong understanding of quality monitoring tools and KPIs Excellent communication and analytical skills Ability to work in a fast-paced environment and handle multiple tasks Experience with CRM tools and QA platforms (preferred) Work Environment & Benefits: Competitive salary up to 35,000 per month Opportunity to work with global clients Supportive and inclusive team environment Career growth and skill development opportunities 6-day fixed working schedule How to Apply: Interested candidates may send their updated resume to [hr@galacticcs.com or Abhinavhr@galacticcs.com]

Need English Senior Quality Analyst. 1+ yr of PPC Travel experience mandatory Night and Evening shift. Salary up to 45K cabs +meal 5.5 days working Call Or whatsapp your cv +918864946771 Required Candidate profile Excellent communication skills in english immediate joiners or max 10 days only travel background voice process call 8864946771 Perks and benefits both sided cabs meals

Must have Min 1+yrs Exp as Quality Analyst from Technical/ Semi Technical Voice Chat Email process BPO Need Immediate Joiners. Must know Quality QC Metrics/ Call Audits/ RCA. Excellent Comms required Call 8447780697 send CV monu@creativeindians.com

We are hiring for Quality Analyst for Banking process Min 12 months Dispute Domain experience Experience in chat transactions in customer support assisting customers and resolving queries Customer Service Banking experience is preferred Quality Transaction Monitoring/Evaluation Analysis using QC tools of Individual and group level opportunities Reporting at defined frequencies Internal and External calibrations Responsible for managing quality trends session at weekly level Manage Risk based audits Identify training need for low performers Assisting team leaders in coaching bottom performers Open to work in rotational shift 5 days working / 2 rotational off Job location : Malad interested candidate can share your cv @ shamina.sayyed@teleperformancedibs.com

BPO Quality Analyst Preference - Only females Any graduate with min 1 year of experience in Call auditing in BPO. Skill required: Quality Checks - Operational Audit & Compliance Designation: Quality Assurance Associate Qualifications:Any Graduation Years of Experience:1 to 3 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Quality control is a process by which entities review the quality of all factors involved in production The Operational Audit & Compliance team focuses on auditing and managing effective implementation and delivery of functional processes within operations to mitigate risks. The role may require for you to have a good understanding of anti-corruption, BCM and infosec policies, records management and contractor controls. The team is responsible for establishing processes to validate the effectiveness and drive improvements wherever required. What are we looking for? •Quality Assurance (QA) Quality Management Quality Auditing Adaptable and flexible Agility for quick learning Commitment to quality Roles and Responsibilities : •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines * Your expected interactions are within your own team and direct supervisor * You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments * The decisions that you make would impact your own work * You will be an individual contributor as a part of a team, with a predetermined, focused scope of work * Please note that this role may require you to work in rotational shifts Any Graduation

Looking for only Immediate to 15 Days of notice period Designation - Quality Analyst Experience - 1 to 4 years Qualification - Any graduation (Full time) What are we looking for? •Quality Assurance (QA) • Call monitoring • Call Quality Auditing •Adaptable and flexible •Agility for quick learning •Commitment to quality Roles and Responsibilities: •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines • Your expected interactions are within your own team and direct supervisor • You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments • The decisions that you make would impact your own work • You will be an individual contributor as a part of a team, with a predetermined, focused scope of work • Please note that this role may require you to work in rotational shifts Any Graduation

A Quality Analyst in a (BPO) company is responsible for ensuring the quality of products and services delivered to clients by monitoring and evaluating various processes and interactions.

*1 yrs exp as a BPO Lead Quality (QTL) on the paper MUST ALSO HAVE SOME TRAINING EXP International Customer Support Voice Audits calls ,reports, Call Calibration Immediate Joiner WFO Bangalore * Call/Whtsapp cv to Amit 8851792136 Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

Role & responsibilities Quality Analyst Preferred candidate profile

Watsapp details to HR Mamta 9903044494 Hi folks !! Hiring QA •Minimum 1 yr relevant exp as QA in international process •Salary upto 35k •Both side cab & Meal provided •Location Gurgaon Required Candidate profile No freshers Minimum 1yr exp req in international process as Quality analyst

Role & responsibilities Job Responsibilities : Auditing calls of US representatives & collecting vital data that supports in taking strategic decisions. Allocate calls to team, keeping in mind centers, agents & number of calls ratio. Maintain daily report of productivity, AHT & center balance. Manage, maintain and disseminate updates for the process. Audits for new trainees and sharing feedback with them. Provide floor support & support team in OJT to ensure they hit the floor with proper Knowledge & techniques. Take fortnightly calls with business partners, ask questions pertaining to process and clear the doubt if any. Maintain query tracker for the process related queries and interact with the client for the same

Job description:Immediate Openings for Quality Analyst (Malayalam/Kannada) _Chennai Job Responsibilities Providing active feedback to agents through Call/ID & generating audit trends as defined or as per critical needs without compromising total target audits in 80% of available time Implementing Quality Monitoring Standards & Monitoring ID movements/follow-ups taking corrective measures towards improvement Participate in huddle sessions, share inputs with Team members related to error trends, process updates and technical issues. Working in close tandem with Assistant Managers and SME's on the process for an excellent team and process performance. Quality Analysts contact all the dissatisfied customers and provide a detailed analysis to improve customer experience. Required to provide detailed analysis for escalations, product and process changes/launches. Coordinate for calibration sessions and adherence towards enhancing calibrated process performance. Should have been a Quality analyst for at least two years in a Telecom Process. Experience from BPO industry with Telecom customer service background. Criteria Graduation from any stream is mandatory Should have at least 2 years of experience as a quality analyst preferably from Telecom customer service background. Experience on feedback and coaching techniques, ensuring improvement of the process through Quality tools on Lean, Kaizen and Six Sigma. Shifts timings Should be ready to work in flexible shifts, Rotating Day and Night Week Off 5 days working, 2 days rotational off Interested candidates reach out to: Pavithra S - 9626261016, PavithraS19@hexaware.com

Must have Min 1+yrs Exp as Quality Analyst from Technical/ Semi Technical Voice process BPO Need Immediate Joiners Only Must know Quality QC Metrics/ Call Audits/ RCA. Excellent Comms required Call 8447780697 send CV monu@creativeindians.com

Roles and Responsibilities Conduct call audits to ensure quality standards are met. Provide training to team members on soft skills, process training, and TNA/TNI certification. Develop and deliver effective training programs for new hires and existing staff. Collaborate with the team to identify areas of improvement in processes and implement changes as needed. Ensure compliance with company policies and procedures. Desired Candidate Profile 1-6 years of experience in BPO industry or related field. Ability to train others effectively using various methods (e.g., classroom instruction). Excellent interpersonal skills for building strong relationships with clients and colleagues.

Skill required: Digital Inside Sales - Inside Sales Designation: Quality Auditing Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: English(Domestic) - Advanced About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do Need Quality Audit experience for sales processThe team helps assess, design, build and implement best practices on process, organization, and technology to create, execute, and run a collaborative sales and support roles for a voice process What are we looking for Quality AuditingQuality Assurance (QA)Ability to perform under pressureAdaptable and flexibleProblem-solving skillsAgility for quick learningWritten and verbal communicationQuality Management, design Audit framework, call calibration Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Must have Min 1+yr Exp as Quality Analyst from International Banking Process BPO Must know Quality QC Metrics. Immediate Joiners reqd Excellent Comms required US Shifts Call 8447780697 send CV monu@creativeindians.com

-Performs call monitoring to monitoring formats &quality standards &provides trend data to management team - Maintain defined On-call quality checks &other KPI -Provides feedback to team leaders & help them to implement -Auditing call ,Chats &Email Required Candidate profile 1. Excellent verbal, written and interpersonal English communication skills. 2. Effective listening and comprehension ability is must. 3. Experience - Call Audit, Email Audit, WhatsApp Audit Perks and benefits Day Shift & Flexible Working Hours

Job Description APM Quality Drive continuous improvement program across processes. Undertake detailed process improvement studies and up skills the team members. Provide Training and Quality support, development of metrics and dashboards in line with customer requirements Design overall framework of learning development for associates across locations. Ability to lead a team, coordinate with other locations and drive standardized practices Strengthen quality management processes/framework to improve quality delivery. Should meet and exceed client metrics Accurately capture the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation Profile and Experience: • 5+ years of industry experience in Quality experience Flexible to work 5-Days and in Evening/Night shifts Strong analytical skill- ability to work with huge volume of data using statistical tools Thorough knowledge of MS office tools like Power point & excel are critical for the job Strong client-facing skills with excellent communication, negotiation and conflict management skills. Contact -Rupali Devlekar M-7678009271 E-rupali.devlekar.C@eclerx.com

Hi Candidate, We are hiring for Senior Process Manager (Quality) Overall 10+ years of experience. Transitional quality experience is Must. Should be comfortable with Night Shift (US Shift - 24*7) Telecom experience is preferred. Customer Operations Senior Process Manager Responsibilities Prepares performance reports by collecting, analysing, and summarizing data and trends Ensure Critical Performance Metrics are met consistently Lead client/vendor reviews/calibrations Revert to client/vendor queries on routine issues Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely Manage multiple teams Perform audits and quality checks on Team Leads & Floor Supports Provide feedback to the Team Leads & Floor Supports periodically on their performance Ensure cross skilling and periodic process re-verification to ensure resource pool Perform Training Need Identification for teams Perform Bottom Quartile Management Ensure directives from senior leadership are percolated and acted upon Hold periodic meetings, discuss task delegation and review issues Conduct team huddles and meetings to discuss operational updates Build team spirit through group sessions, activities, and projects Focus on retention of staff through career mapping & guiding team members Advocate and follow organizational policies and procedures Adhere to the information security requirements Ensure all client deliverables met within timelines Ensure productivity/quality enhancement and process meet all metrics Remediation of any major incident Manage client MBR/QBR deck, client calls and reviews Preferred Qualifications Any Graduate Interested Candidate Kindly share your resume on sushmita.gaikwad01@eclerx.com Thanks & Regards, Sushmita Gaikwad Associate Process Manager HR Recruitment eClerx Service Limited (Website - https://eclerx.com/) Contact No : 8788486610

Key responsibilities: • Implement and ensure Call Quality Audit. • Implement relevant measures to achieve desired level of Customer Satisfaction. • Monitor Call Quality & Analyze training gaps required for Customer Satisfaction. • To ensure that our employees are interacting with customers in accordance with company &set guidelines and are serving in best interest of business. • Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance. • Work on a continuous process of evaluating and identifying key behavior that drives sales and improve customer experiences. Should Have: Educational Qualification: Graduate and Above. Previous Role: Quality Analyst Should have knowledge on quality tools. Should be Proficient in English, Kannada and Tamil language.

Role & responsibilities 1) Review of voice logs : To listen to the recorded voice logs of customer interactions in Back Check calls as performed by Sales, Collections & Customer Service. 2) Maintaing MIS: Ensure maintaining of MIS on daily basis and deligent supervisor. 3) Perform quality check 4) Review of process in line with regulatory guideline : To ensure that regulatory guidelines are consumed while reviewing the process. Preferred candidate profile Graduate with relevant experience Interested one can reach on minima.nagmani@calibehr.com or 91364 48232