15 Call Audits Jobs

You will be responsible for ensuring the quality of operations in a BPO/Call center environment. Your key responsibilities will include: - Conducting call audits - Participating in call calibration sessions - Providing feedback to agents - Generating reports - Monitoring call barging activities - Handling escalations - Facilitating skip meetings To qualify for this role, you should have: - 1-3 years of experience in a BPO/Call center - Hands-on experience in call audit, call calibration, feedback, reports, call barging, escalation handling, skip meeting Please note that this job is full-time and the work location is in person. The benefits include health insurance and Provident Fund. The wor...

Job Description: You will be joining Zouma Consulting Services as a Quality Coordinator based in Mohali on-site, where you will play a crucial role in upholding the highest standards of quality for both voice and non-voice processes. Your responsibilities will also include supporting training and continuous improvement initiatives. Key Responsibilities: - Conduct call audits and provide structured feedback to team members. - Monitor and evaluate calls, chats, and non-voice processes to ensure compliance with quality standards. - Drive improvements in customer experience by focusing on CSAT, SLA, and CTH metrics. - Deliver training sessions and coaching to improve team performance. - Identify...

As a Quality Coordinator at Zouma Consultancy Company, located in Mohali, you will play a crucial role in ensuring high-quality service standards through call audits, SAT score analysis, and performance evaluations. Your expertise in voice and non-voice audits, along with your ability to interact effectively with international clients, will be key to your success in this role. Key Responsibilities: - Conduct average time on call audits and evaluate Customer Satisfaction (SAT) scores to maintain service quality. - Perform voice and non-voice audits to assess process compliance and identify areas for improvement. - Provide constructive feedback and collaborate with teams to enhance their perfo...

NOTE: This will be a contract position for 6 months About the Role: We are seeking a skilled and detail-oriented Quality Analyst (QA) to join our team. The role will primarily focus on conducting audits of international customer service calls, ideal candidate must have hands-on experience auditing international voice processes, with a strong understanding of quality frameworks and compliance standards in a call center environment. Key Responsibilities: Perform daily call audits (minimum 10-12 audits/day) to ensure adherence to process, compliance, and quality standards. Evaluate customer interactions for communication skills, product knowledge, resolution effectiveness, soft skills, and comp...

NOTE: This will be a contract position for 6 months About the Role: We are seeking a skilled and detail-oriented Quality Analyst (QA) to join our team. The role will primarily focus on conducting audits of international customer service calls, ideal candidate must have hands-on experience auditing international voice processes, with a strong understanding of quality frameworks and compliance standards in a call center environment. Key Responsibilities: Perform daily call audits (minimum 10-12 audits/day) to ensure adherence to process, compliance, and quality standards. Evaluate customer interactions for communication skills, product knowledge, resolution effectiveness, soft skills, and comp...

Role and Responsibilities Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews). Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark. Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score. Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Qualit...

Position Summary Oversees LS & CE Team Leads to ensure tasks / responsibilities are carried-out effectively and efficiently. Designs & implements career development plans for each role to ensure maximum client, operational, and personal effectiveness . Responsible for onboarding new hire team members through new hire classes doing Quality analysis, review & approval of recommendations for improving the quality of service of Operations and maintaining high Customer Experience standards. Supports a ratio of more than 500 frontline FTEs Functional Responsibilities Coaching and Development: Supports CE & LS Team Leads with regular and consistent coaching. Reinforces team strengths and creates cu...

NOTE: This will be a contract position for 1 year. About the Role: We are seeking a skilled and detail-oriented Quality Analyst (QA) to join our team. The role will primarily focus on conducting audits of international customer service calls, ideal candidate must have hands-on experience auditing international voice processes, with a strong understanding of quality frameworks and compliance standards in a call center environment. Key Responsibilities: Perform daily call audits (minimum 1012 audits/day) to ensure adherence to process, compliance, and quality standards. Evaluate customer interactions for communication skills, product knowledge, resolution effectiveness, soft skills, and compli...

As an intern at our company, you will be responsible for monitoring sales calls conducted by our sales representatives. Your day-to-day tasks will involve conducting call audits to evaluate the quality of the sales calls. Based on your evaluations, you will be required to prepare audit reports summarizing your findings. Our company, Supernova, is a renowned provider of an AI-powered spoken English program. We offer an innovative solution that combines cutting-edge AI technology with expert language instruction to transform the way individuals learn and enhance their spoken English skills. Through personalized and interactive lessons, as well as real-time feedback, our program enables learner...

Role and Responsibilities Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews). Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark. Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score. Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Qualit...

Role and Responsibilities Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews). Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark. Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score. Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Qualit...

NIIT is a leading Skills and Talent Development Corporation dedicated to building a skilled workforce to meet global industry demands. Established in 1981 with the mission of addressing the human resource challenges of the IT sector, NIIT has evolved into one of the world's top training companies, offering a comprehensive range of talent development programs. Operating in more than 30 countries, NIIT provides training solutions to Individuals, Enterprises, and Institutions. As a Training Specialist at NIIT, your responsibilities will include delivering training sessions based on the provided content to ensure trainees have a clear understanding of the material. You will be tasked with develo...

Role and Responsibilities Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews). Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark. Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score. Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Qualit...

13 years of experience as a Quality Analyst in a BPO environment Strong knowledge of call audits, quality parameters, and root cause analysis Excellent communication and analytical skills Experience with quality monitoring tools and reporting Ability to coach and drive performance improvements Must have experience in lead generation process Your Responsibilities Conduct call audits and evaluate agent performance Identify process gaps and recommend improvement plans Share actionable feedback with agents and supervisors Prepare quality reports and dashboards for leadership Collaborate with operations and training teams for continuous improvement

Role and Responsibilities Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews). Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark. Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score. Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Qualit...