8 Call Audits Jobs

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 compliance parameters. Document audit findings clearly and accurately and share feedback with stakeholders. Identify process gaps, agent-level coaching needs, and areas for improvement. Work closely with operations, training, and client teams to drive quality improvements. Participate in calibration sessions with client and internal teams to align quality standards. Generate daily/weekly/monthly QA reports and present actionable insights. Support quality improvement initiatives and suggest process enhancements. Required Skills & Experience: Minimum 2 years of experience in a QA role within an international BPO/call center environment. Proven experience in conducting call audits for international voice processes preferably in BFSI/Lending domain. Strong understanding of QA tools, call scoring mechanisms, and compliance frameworks. Excellent verbal and written communication skills in English. Strong analytical skills and attention to detail. Comfortable working independently and meeting daily productivity targets.

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 learners to improve their pronunciation, fluency, vocabulary, and overall communication skills. Regardless of skill level, our user-friendly program equips individuals with the tools for success in academics, careers, and social interactions in today's interconnected world.,

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., Quality CoE, Operations Leaders, Operations teams, etc.) Serve as the subject matter expert for quality management systems including the call monitoring and document management systems. Lead best practice sharing and learning sessions related to quality with quality analysts and quality subject matter experts. Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders). Actively measure, monitor, trend and report quality metrics to identify potential quality concerns. Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required. Participate in stakeholder meetings to represent the quality function for the site managed. Experience as Call Centre agent handling customer and also experience in Call audits Keeping oneself updated with latest product/process by monthly self-call taking activity Preferred Skills Good listening skills Maintains a high level of professionalism Skilled in conflict management Ability to confidently facilitate team discussion on quality/COPC parameters Experience in coaching and leading employees Understanding and practical experience in effective coaching techniques Ability to continually support employees through individual development plans Time management, organizational talent and presentation skills Ability to deal with constant change positively and maintain high motivation Drives team engagement and actions through internal survey results and insights Help associates understand the performance bar and supports them to reach it Good listening and conversation skills Ability to confidently facilitate team discussion on quality/Weekly/ Monthly meets on parameters

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., Quality CoE, Operations Leaders, Operations teams, etc.) Serve as the subject matter expert for quality management systems including the call monitoring and document management systems. Lead best practice sharing and learning sessions related to quality with quality analysts and quality subject matter experts. Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders). Actively measure, monitor, trend and report quality metrics to identify potential quality concerns. Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required. Participate in stakeholder meetings to represent the quality function for the site managed. Experience as Call Centre agent handling customer and also experience in Call audits Keeping oneself updated with latest product/process by monthly self-call taking activity Preferred Skills Good listening skills Maintains a high level of professionalism Skilled in conflict management Ability to confidently facilitate team discussion on quality/COPC parameters Experience in coaching and leading employees Understanding and practical experience in effective coaching techniques Ability to continually support employees through individual development plans Time management, organizational talent and presentation skills Ability to deal with constant change positively and maintain high motivation Drives team engagement and actions through internal survey results and insights Help associates understand the performance bar and supports them to reach it Good listening and conversation skills Ability to confidently facilitate team discussion on quality/Weekly/ Monthly meets on parameters

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 developing and enhancing training content to align with business requirements and market dynamics. Your role will involve training participants on applying sales models effectively and designing customized modules to meet evolving business needs. A key aspect of your job will be driving improvements in sales productivity through targeted training interventions and ensuring high levels of learning effectiveness among the target audience. You will implement reinforcement strategies to sustain learning outcomes and conduct training on productivity tools like PowerPoint, Excel, Power BI, and other relevant platforms. Additionally, you will be responsible for preparing training reports, dashboards, and other essential data for the business unit. To excel in this role, you must demonstrate a strong understanding of Learning Management Systems (LMS) and utilize them effectively in training delivery. Conducting call audits for advisors, providing constructive coaching and feedback, and offering one-on-one coaching sessions tailored to business needs are also part of your responsibilities. Moreover, you will conduct refresher sessions on products, processes, and other topics as required by the business. The ideal candidate for this position should hold a Graduation or Post Graduation degree and possess 5 to 10 years of relevant experience. Join NIIT to be a part of a dynamic team committed to shaping the future workforce through impactful training and development initiatives.,

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., Quality CoE, Operations Leaders, Operations teams, etc.) Serve as the subject matter expert for quality management systems including the call monitoring and document management systems. Lead best practice sharing and learning sessions related to quality with quality analysts and quality subject matter experts. Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders). Actively measure, monitor, trend and report quality metrics to identify potential quality concerns. Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required. Participate in stakeholder meetings to represent the quality function for the site managed. Experience as Call Centre agent handling customer and also experience in Call audits Keeping oneself updated with latest product/process by monthly self-call taking activity Preferred Skills Good listening skills Maintains a high level of professionalism Skilled in conflict management Ability to confidently facilitate team discussion on quality/COPC parameters Experience in coaching and leading employees Understanding and practical experience in effective coaching techniques Ability to continually support employees through individual development plans Time management, organizational talent and presentation skills Ability to deal with constant change positively and maintain high motivation Drives team engagement and actions through internal survey results and insights Help associates understand the performance bar and supports them to reach it Good listening and conversation skills Ability to confidently facilitate team discussion on quality/Weekly/ Monthly meets on parameters

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., Quality CoE, Operations Leaders, Operations teams, etc.) Serve as the subject matter expert for quality management systems including the call monitoring and document management systems. Lead best practice sharing and learning sessions related to quality with quality analysts and quality subject matter experts. Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders). Actively measure, monitor, trend and report quality metrics to identify potential quality concerns. Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required. Participate in stakeholder meetings to represent the quality function for the site managed. Experience as Call Centre agent handling customer and also experience in Call audits Keeping oneself updated with latest product/process by monthly self-call taking activity Preferred Skills Good listening skills Maintains a high level of professionalism Skilled in conflict management Ability to confidently facilitate team discussion on quality/COPC parameters Experience in coaching and leading employees Understanding and practical experience in effective coaching techniques Ability to continually support employees through individual development plans Time management, organizational talent and presentation skills Ability to deal with constant change positively and maintain high motivation Drives team engagement and actions through internal survey results and insights Help associates understand the performance bar and supports them to reach it Good listening and conversation skills Ability to confidently facilitate team discussion on quality/Weekly/ Monthly meets on parameters