14 Call Auditing Jobs

As a Call Quality Analyst, your primary responsibility will be to monitor and analyze customer service calls to ensure adherence to company standards for quality and customer satisfaction. This will involve listening to recorded calls, identifying areas for improvement, documenting call behaviors, and providing constructive feedback to customer service agents. You will be reporting to the AM/Manager and will be responsible for call auditing and analysis. By performing call monitoring, you will be able to identify errors and best practices on calls, document call behaviors, and offer appropriate feedback to the customer service agents. It is essential to apply the 80:20 rules while giving feedback, discussing the calls, and creating action plans with specific timelines. Part of your role will also involve identifying call drivers and reporting them to the Quality TL/Manager. Using an appropriate data management system, you will compile and track performance at both team and individual levels. Additionally, you will participate in and facilitate Calibration sessions to ensure understanding and consistency in feedback. Your responsibilities will extend to providing the training team with actionable data as needed, offering feedback to Call Center team leaders and managers, and preparing internal and external quality reports and presentations for management staff review. You will also be involved in performing translations, IVR recordings, and language assessments, as well as holding regular meetings with the Quality manager to discuss ongoing strategies and improvements. This role requires a keen eye for detail, strong communication skills, and the ability to provide constructive feedback to drive continuous improvement in customer service quality. If you are passionate about enhancing customer satisfaction through call quality monitoring and analysis, we look forward to receiving your application.,

As a Quality Analyst/Controller specializing in Call Audit, you will play a crucial role in maintaining our dedication to delivering outstanding customer service. Your primary responsibility will involve monitoring and evaluating the quality of customer service interactions, predominantly through phone calls. We are a dynamic business consulting and product innovation company that empowers our clients to enhance customer satisfaction and loyalty by optimizing the customer experience. Our vision is centered around simplifying and enhancing customer experience through innovative CX models, utilizing the synergy of digitization and human intelligence. In this role, you will be responsible for assessing and controlling the quality of call agents" performance based on predefined metrics such as communication skills, product knowledge, adherence to scripts, and compliance with company policies. Your valuable input will be crucial in providing constructive feedback to call agents derived from audit results, aiming to assist them in enhancing their performance and ultimately improving customer satisfaction. A key aspect of your role will involve preparing comprehensive reports that outline audit findings, trends, and areas for improvement. These reports will be shared regularly with the management team to facilitate decision-making and strategic planning. Furthermore, you will collaborate with cross-functional teams to identify and implement process improvements that can elevate the overall quality of customer interactions. Ensuring compliance with legal and regulatory requirements in all customer service activities will be a critical part of your responsibilities. Additionally, incorporating customer feedback into the quality assessment processes will be essential to drive continuous improvement and align service delivery with customer expectations. To excel in this role, you should possess proven experience in quality analysis and call auditing, preferably within a customer service environment. Strong communication skills, both written and verbal, are essential, along with a sound understanding of relevant industry regulations and compliance standards. Proficiency in using Microsoft Office suite (Word, Excel, PowerPoint) will be advantageous in executing your responsibilities effectively. Join us in this exciting opportunity as a Quality Analyst/Controller - Call Audit on a full-time basis in Bengaluru, Pune, or Jaipur. Immediate availability to join is preferred, and there are multiple openings available. If you are passionate about driving quality excellence in customer service and possess the requisite skills and experience, we welcome you to be a part of our innovative team.,

As an experienced and motivated Inside Sales Trainer fluent in Malayalam, you will play a crucial role in our team by developing and delivering effective training programs to enhance the skills and performance of our inside sales team. Your deep understanding of sales techniques, product knowledge, and effective training methodologies like Call Auditing and Call Coaching sessions will be instrumental in driving the success of our sales team. Your responsibilities will include designing and developing comprehensive training programs tailored to the needs of the associated Category. You will create training content covering sales techniques, product knowledge, objection handling, closing strategies, and customer relationship management. Additionally, you will lead the onboarding process for new inside sales team members to ensure a smooth transition into their roles. To excel in this role, you will need to stay updated on industry best practices, sales trends, and technological advancements relevant to inside sales. You will be required to modify training programs as needed to incorporate new insights and strategies, ensuring that our team is always equipped with the latest knowledge and skills. As part of your responsibilities, you will assess the effectiveness of training programs through evaluations, quizzes, and observations. Providing constructive feedback to individuals and the team will be essential to drive continuous improvement. You will also conduct one-on-one coaching sessions to address individual skill gaps and improve overall performance by auditing calls. Collaboration is key in this role, as you will work closely with sales managers and the Product team to cascade the latest product-related updates to agents, adding value proposition to the product. Utilizing sales data to identify trends, strengths, and areas for improvement among the inside sales team using Leadsquare will allow you to enhance decision-making skills and incorporate data insights into training programs. To be successful in this position, you must have a minimum of 2 years of experience in sales and 2 years of experience as a sales trainer. Proficiency in Malayalam is a must, along with a passion for training the team. Technical proficiency with Leadsquare and other tools is also required. This is a full-time, permanent position based at Entri HQ in Kakkanad, Kochi. The role requires working 6 days a week in a day shift schedule. In addition to a competitive salary, you will receive benefits such as cell phone reimbursement, a flexible schedule, provided food, health insurance, and a Provident Fund. Performance bonuses are also offered. If you have a background in sales, are proficient in Malayalam, and have a passion for training and mentoring others, we encourage you to apply for this exciting opportunity.,

As an Inside Sales Trainer - Tamil, you will play a crucial role in developing and delivering training programs to enhance the skills and performance of our inside sales team. Your deep understanding of sales techniques, product knowledge, and effective training methodologies like Call Auditing and Call Coaching sessions will be essential for this role. Your responsibilities will include designing and developing comprehensive training programs tailored to the needs of the associated Category. You will create training content covering sales techniques, product knowledge, objection handling, closing strategies, and customer relationship management. Additionally, you will lead the onboarding process for new inside sales team members, ensuring a smooth transition into their roles. To excel in this role, you must stay updated on industry best practices, sales trends, and technological advancements relevant to inside sales. You will be required to modify training programs as needed to incorporate new insights and strategies. Through assessments, quizzes, and observations, you will evaluate the effectiveness of training programs and provide constructive feedback to drive improvement. Sales coaching and mentoring are also key aspects of this role. You will offer one-on-one coaching sessions to address individual skill gaps and improve performance by auditing calls. As a mentor, you will guide team members towards achieving their sales targets. Collaborating closely with sales managers and the Product team, you will communicate the latest product-related updates to agents to enhance the value proposition of the product. Utilizing sales data from Leadsquare, you will identify trends, strengths, and areas for improvement among the inside sales team. By incorporating data insights into training programs, you will enhance decision-making skills. The ideal candidate will have a minimum of 2 years of experience in sales and sales training, proficiency in Tamil, and a passion for training the team. This full-time, permanent role based in Coimbatore requires you to work 6 days a week in a day shift. The benefits include cell phone reimbursement, a flexible schedule, provided food, health insurance, Provident Fund, and the opportunity to work from home. Additionally, there is a performance bonus offered. If you have experience in sales and sales training, are proficient in English and Tamil, and are willing to commute or relocate to Coimbatore, Tamil Nadu, this role may be a perfect fit for you.,

We are seeking a highly skilled Quality Assurance Analyst to evaluate customer interactions (calls and chats) in regional languages, ensuring adherence to quality standards and enhancing customer experience. The ideal candidate will possess strong analytical skills, attention to detail, and the ability to provide actionable insights to improve service quality. Key Responsibilities Quality Monitoring & Auditing: Conduct audits of customer interactions (calls and chats) in regional languages to ensure compliance with company policies and quality standards. Identify areas for improvement and provide constructive feedback to customer service agents. Ensure regulatory compliance and adherence to service-level agreements (SLAs). Performance Analysis & Reporting Monitor and assess agent performance based on predefined quality metrics. Maintain accurate records of quality evaluations and prepare detailed audit reports. Analyze customer interaction trends and generate insights to enhance service delivery. Training & Process Improvement Collaborate with training teams to develop and implement coaching programs based on audit findings. Provide language-specific support to agents to improve their communication skills and service quality. Identify process gaps and work with operations teams to implement quality enhancement initiatives. Required Qualifications & Skills Proficiency in Hindi/English and at least one of the following languages: Marathi, Gujarati, Kannada, Tamil, Telugu, or Malayalam. Minimum 2+ years of experience in Quality Assurance, Call Monitoring, or Customer Service. Strong verbal and written communication skills in English and the regional language. Excellent analytical and problem-solving abilities with high attention to detail. Ability to handle large volumes of data and generate meaningful insights. Familiarity with quality assurance tools, methodologies, and reporting techniques is a plus. Why Join Us Competitive salary and career growth opportunities. Exposure to customer experience enhancement & quality assurance strategies. Opportunity to work in a collaborative and dynamic environment. Skills: customer experience (cx),hindi,marathi,call monitoring,data analysis,analytical skills,performance analysis,reporting,call auditing,bpo quality analyst,customer support qa,call & chat monitoring,attention to detail,english,communication,quality analyst,process improvement,customer service,quality assurance,communication skills,verbal communication,kannada,problem-solving,malayalam,coaching,tamil,regional language,verbal and written communication,telugu,gujarati,written communication,

You will be responsible for conducting New Hire Orientation Programs to onboard candidates and evaluate them based on various parameters for certification. Enhancing their understanding of company products, policies, processes, and services will be a key aspect of your role. Providing On Job Training to newly joined employees during their initial 3 months and monitoring their productivity regularly will be crucial for their development. Identifying training needs by working closely with management and providing counseling when required will be part of your responsibilities. You will also be conducting Motivational Sessions for high vintage low-performing employees and auditing calls of DIP callers, providing constructive feedback to help improve their performance. In addition, you will be delivering training on Upselling to Sales Executives and educating Partner Brand Employees about company products and services. Regular visits to employees" workplaces and random quality checks will be necessary to ensure the application of best practices. To qualify for this role, you should have a minimum of 5 years of experience in Learning & Development or Training & Development. Prior experience in sectors such as Loans, Mortgages, Credit Cards, Banking, Insurance, or related fields will be preferred. Excellent communication skills are essential to effectively fulfill the responsibilities of this position.,

Quality Analyst || International BPO Experience: Experience 1+ Yrs as a Quality Analyst in to International Voice (Mandate) Must Have Worked With 7 QC Tools 1 Yr of QA With International BPO On Papers (Mandate) Communication: Excellent verbal and written communication skills to provide clear feedback and collaborate with team members. 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 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!

for any queries call-9354498578 mail resume on-AP00841743@TechMahindra.com Roles and Responsibilities: Handle a team of QAs or QTLs. Ability to map processes, defines process, and execute them. Ability to view the issues end-to-end and develop action plans with tangible deliverables. Has ability to manage knowledge, replicate best practices from other locations/processes to improve process performance Out of the box thinker to develop tools and processes for best utilization of resources. Strong conflict management skills. Exceptional Client management (internal/external stakeholder) skills. Ability to plan & conduct transactional quality audits, Process Improvements, calibrations. Excellent skills on MS Office /Quality Tools / Data Analysis / Analytical Skills / Reporting / Google Suite, Google Forms, Google Sheet, Google Doc etc The candidate should have excellent problem-solving capabilities and lateral thinking skills. Ensure client quality targets are met & exceeded. Ensure to be aligned and calibrated with client requirements and expectations. Ability to handle pressure and a natural go getter. Head, coach and mentor the quality team. Eye for detail and aggressive in plan execution/implementation. Drive process improvement and other quality tools for process performance measurement and standardization. Front end Quality with the end customer and participate in weekly/Monthly/Quarterly reviews. Six Sigma, Green Belt / Yellow Belt certified with at least 1-2 project lead individually is desirable. Key Deliverables (KRA/Measure): Knowledge: Understanding of the process, evaluation & feedback, reporting and analysis. Reduction of rework and Cost of poor Quality (COPQ). Should be able to handle & achieve the departmental requirements. Have knowledge of different policies and procedures. Maintaining secrecy of data. Excellent English Communication Skills (both spoken and written) Ability to work within challenging environment with tight delivery timelines. Keen to learn and adapt to emerging requirements Applicants Specifications & Qualification: 5+ years of experience, last 2 year should be in Team Handling Role Should be preferably Six Sigma GB Certified Should have worked as Customer Service Associate, QA, QTL/QAM in Customer Service or Back office or Chat Should be Graduate BFSI experience preferred (Invoicing, Debt Collection, General Banking / payment queries, Disputes & Fraud) Knowledge / experience of G-suite, Jira, Slack and Chat platform like Fresh Desk & Fresh Chat

Hiring Now: Language Coach / Quality Analyst (Call Audit Experience) Location: Noida Type: Contract-Based Client: Adobe Were looking for a Language Coach with hands-on experience in Call Auditing and Quality Analysis . If you're passionate about improving communication standards and driving quality, this is a great opportunity to work with a leading global brand! Key Responsibilities: Conduct call audits to assess communication quality Provide coaching and feedback to enhance language usage Train Users and Technical Leads to improve call handling and customer interactions Any quality analyst tools Apply Now: Send your resume to shanti.t@twsol.com or contact 6301935654 #Hiring #LanguageCoach #QualityAnalyst #CallAudit #QualityAnalysis #CallMonitoring #CommunicationSkills #ContractJobs #NoidaJobs #AdobeCareers #JobSearch #NowHiring #BPOJobs #VoiceProcess #CustomerSupportJobs #JobOpening #JobAlert #ApplyNow #CoachingJobs #CallQuality #LinkedInJobs

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 Indian Festival Holidays Mid-day/Nigh shifts available

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 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. Techical Proficiency: Familiarity with call monitoring software, CRM systems, and Microsoft Office Suite (Excel, Word, etc.)

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.)

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

Job Overview: As Quality Analyst for at Vindhya, you will play a crucial role in ensuring that all customer interactions are of the highest quality and meet the company's standards. Your primary responsibility will be to monitor, evaluate, and provide feedback on customer interactions handled by the agents. Your aim will be to improve overall customer experience, agent performance, and adherence to organizational guidelines. Responsibilities: Call Monitoring and Evaluation: Performance Analysis: Training and Coaching Reporting and Documentation Root Cause Analysis: Continuous Improvement: Calibration Sessions: Qualifications: 1. Bachelor's degree or PUC with an equivalent experience as a Quality Analyst. 2. Proven experience as a Quality Analyst or a similar role in a BPO environment. 3. Excellent listening, analytical, and problem-solving skills. 4. In-depth knowledge of customer service principles and practices. 5. Familiarity with relevant call center software and/or tools as applicable. 6. Strong attention to detail and ability to multitask effectively. 7. Outstanding communication skills, both written and verbal. 8. Ability to provide constructive feedback in a positive and encouraging manner. 9. Flexibility to adapt to changing business needs and priorities. 10. A customer-centric mind set with a commitment to delivering exceptional service. Working place and Hours: 1. Work place: Vindhya Head Office Rajaji Nagar, Bangalore 2. General Shift: 9.30AM -6.30PM 3. Days: Monday to Saturday